Job#: 3034794 Job Description:Position: Lead Data Business Analyst, Contact Center Client: Large Bank12 month Contract to Hire Hybrid schedule, 4x/week onsite in Columbus or Akron, OHRequired Skills/Experience:- Experience working in a contact center environment
- IVR, call flows, customer journey understanding
- Strong data analytics & reporting background
- Ability to translate data into business insight & actions
- SQL/Snowflake experience for data extraction
- Experience with BI tools:
- Tableau preferred
- PowerBI acceptable
- Strong presentation and storytelling ability with data
- Communicate effectively to senior leadership
Desired Skills/Experience (not required):- Previous Banking/Financial Services industry experience
- Leadership/initiative ownership experience
JOB DESCRIPTION This ISS Department position represents a senior leadership-level individual contributor role responsible for driving complex, enterprise-wide initiatives across business and technology domains. The Lead BSA serves as a strategic advisor and subject matter expert, providing direction on data, systems, and process optimization across multiple business units and applications. This role operates with high autonomy, influencing technical strategy, establishing best practices, and mentoring other analysts. The Lead BSA is accountable for end-to-end solution design, cross-functional alignment, and delivery of high-impact initiatives supporting critical business capabilities.
This position supports the
Contact Center Service Delivery Team and acts as a domain lead for contact center analytics, systems integration, and operational optimization. The individual will:
- Lead large-scale, cross-functional initiatives involving data analytics, system enhancements, and operational transformation
- Serve as the primary liaison between business stakeholders, IT, vendors, and leadership
- Provide strategic guidance on contact center platforms (e.g., Genesys), reporting ecosystems, and data architecture
- Drive alignment between business priorities and technical delivery
Job Duties:Leadership & Strategy Lead the design and delivery of complex analytical and systems solutions
Define and implement data and reporting strategies across the contact center ecosystem
Establish and enforce standards, governance, and best practices for data, reporting, and process design
Mentor and provide technical leadership to Business Systems Analysts and Data Analysts
Influence prioritization and roadmap decisions in partnership with leadership
Advanced Analytics & Data Engineering Oversee and perform advanced analytics across multiple data platforms (e.g., Snowflake, Tableau, Excel)
Architect scalable data pipelines, ETL processes, and reporting frameworks
Ensure enterprise-level data integrity, consistency, and governance compliance
Provide oversight for vulnerability management reporting and operational analytics frameworks
Contact Center & Business Optimization Lead analysis of IVR, routing, workforce optimization, and customer journey data
Translate complex business needs into end-to-end technical solutions
Drive improvements in call routing efficiency, customer experience, and workforce performance
Identify trends, risks, and optimization opportunities across contact center operations
Cross-Functional Delivery & Stakeholder Engagement Act as the primary escalation point for complex incidents, data issues, and cross-team dependencies
Lead collaboration across Line of Business, IT, and Vendor teams
Partner with Project Managers to define scope, estimate delivery, and manage execution risk
Present insights, strategies, and recommendations to senior leadership
Process Improvement & Innovation Drive continuous improvement initiatives across systems, reporting, and analytical processes
Identify and implement automation opportunities to reduce manual effort and increase scalability
Introduce new tools, methodologies, and capabilities aligned with industry best practices
Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico. Everforth Apex uses a virtual recruiter as part of the application process. Click for more details.
Everforth Apex Benefits Overview: Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Everforth Apex team member can provide.
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