BI Data Engineer

We are seeking a skilled and detail-oriented BI Data Engineer to support data-driven decision-making within our call centre operations. The successful candidate will be responsible for designing and maintaining data pipelines, developing robust data models, and delivering insightful dashboards and reports that drive performance, operational efficiency, and customer experience improvements.

This role combines data engineering and business intelligence expertise to ensure reliable, accurate, and scalable analytics solutions.

Key Job - Responsibilities

• Design, build, and maintain ETL/ELT pipelines for call centre and customer service data
• Integrate data from telephony systems, CRM platforms, workforce management, and other operational systems
• Develop and optimize data warehouse structures and dimensional data models
• Create and maintain interactive dashboards and automated reports (Power BI, Tableau, Qlik)
• Monitor and ensure data accuracy, integrity, and performance
• Analyse operational metrics and provide actionable insights to leadership
• Support forecasting, workforce planning, and performance optimization initiatives
• Collaborate with Operations, WFM, QA, and IT teams to define and implement KPI reporting standards

Key Requirements

• Proven experience as a BI Data Engineer, BI Analyst, or Data Engineer, preferably within a call centre or customer service environment
• Strong SQL skills (advanced querying, optimization, data transformation)
• Hands-on experience with BI tools (Power BI (DAX) , Tableau, Qlik, or similar)
• Experience building and maintaining data pipelines and data warehouse solutions
• Proficiency in Excel (advanced formulas, pivot tables, data analysis)
• Experience with cloud platforms (AWS, Azure, or GCP) would be good.
• Strong analytical thinking and problem-solving ability
• Excellent communication and stakeholder engagement skills