• Analyze call center data to identify trends, patterns, and insights that inform strategic decision-making • Develop comprehensive reports and visualizations using BI tools (e.g., Looker/Looker Studio, Tableau, Power BI, Qlik) to effectively communicate findings to stakeholders • Collaborate with various departments (e.g., operations, HR, customer service) to understand their data needs and requirements • Ensure data accuracy, consistency, and integrity across all reports and analyses • Assist in designing and maintaining data models to support BI reporting and analysis • Develop automated data pipelines and processes to improve efficiency and reduce manual effort • Identify opportunities for process improvement and optimization based on data analysis and insights • Conduct gap analysis to identify discrepancies between current performance and desired outcomes • Adhere to company policies and procedures • Meet or exceed performance targets for related KPIs • Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules • Collaborate with other departments as needed • Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times • Perform other duties as assigned.

• Responsible for designing and implementing analytical dashboards using internal BI tools based on data from BigQuery or REST APIs • Ensure alignment with the stakeholders about business requirements, scalability, and performance of the dashboards • Collaborate with Product Managers to define requirements for analytics reports and dashboards • Cross-functional work with developers, designers, and business stakeholders to develop and deliver high-quality customer-facing dashboards • Ensure solutions are scalable, maintainable, and secure, meeting both technical and business requirements • Oversee the end-to-end development process, from initial concept to deployment of the BI Dashboards • Lead hands-on development using report builder tools and custom coding where necessary • Review and optimize performance of SQL statements • Work closely with UX/UI designers for user-centric design and functionality • Partner with marketing and content teams for flexible content solutions • Engage with clients and internal stakeholders to gather and translate requirements into technical solutions • Automate workflows where possible to reduce manual effort and increase efficiency • Conduct thorough testing of all solutions to ensure stability, functionality, and performance • Implement and enforce best practices for code quality, security, and compliance • Act as a subject matter expert for customer-facing BI dashboards and provide troubleshooting and issue resolution.

• Review (AW) dashboard design guidelines with the AW Power BI Lead to ensure consistent UI/UX across screens. • Build the Power BI semantic/reporting layer, including model relationships, measures, and report logic • Develop three dashboard screens aligned to approved wireframes and business priorities • Implement KPI measures/calculations in DAX, validating results against approved KPI logic and curated Databricks consumption-layer datasets • Configure interactivity: filters, slicers, drill behavior, cross-visual interactions, and navigation patterns • Apply report formatting and usability enhancements to deliver a polished executive dashboard experience • Support performance tuning (query efficiency, model/report optimization, and visual responsiveness) • Participate in iterative demos, incorporate feedback, and resolve defects during testing cycles (QA/UAT) • Support deployment readiness activities as needed

• Develop and manage effective working relationships with other departments, groups and personnel with whom work must be coordinated or interfaced • Gather and document functional and technical requirements, and translate requirements into reporting solutions, analytic tools and dashboards • Develop in-depth understanding of underlying data, data structures, and business uses to ensure reports meet client needs • Create simple to complex data solutions by leveraging database design, performance tuning, query optimization, indexes, data migration tools, and data analysis of back end data generated by FLVS products and services • Coordinate quality control and peer review processes to ensure integrity of the data available to users • Review queries for performance issues, making changes as needed • Create technical documentation of report logic and processes • Work with Developers to understand code changes that will impact analytics and tools • Support end-user community in the use of business intelligence tools to query databases and files for report outputs • Develop key operational, financial and customer centric dashboards and metrics • Develop and assist with training through the development of training tools and training of key staff • Provide support as required to ensure the availability and optimized performance of developed reports and dashboards for both external and internal users • Design and implement technology best practices, guidelines and repeatable processes • Work with Production team to ensure new reports and/or processes abide to Production development standards • Provide a minimum of weekly status report updates for current projects • Meet professional obligations through efficient work habits such as, meeting deadlines, honoring schedules, coordinating resources and meetings in an effective and timely manner, and demonstrate respect for others