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OPERATIONS & BPOData EngineeringData Analytics

MAN-HOURS SAVED ANNUALLY

KPI Engine & Global Standard Dashboard

Global Digital Operations Organization — Operations & BPO · 2024

[THE CHALLENGE]

300+ Dashboards. Zero Truth.

A global digital operations organization managing performance analytics for 130+ enterprise clients was drowning in data fragmentation. Over 300 dashboards existed across siloed tools — each with conflicting metric definitions, no common data model, and no single source of truth.

Client-level reporting was built manually by individual analysts, pulling from disconnected data sources. SLA performance, CSAT scores, and operational KPIs all told different stories depending on who ran the report and when.

Executive reporting took weeks. Operational decisions were delayed by days. Account managers couldn't trust the numbers they were presenting to clients. And the engineering team was spending more time maintaining legacy dashboard debt than delivering insight.

We were asked to fix it — permanently. One platform, one data model, one version of truth — from global down to individual agent level.

[OUR APPROACH]

Five Phases.
One Platform.

PHASE 01

Data Landscape Assessment

Audited all 300+ existing dashboards across business domains, usage frequency, and data source dependencies. Identified 8 core source systems and 12 canonical KPI definitions with conflicting logic across clients. Produced a full data lineage map and decommission candidates list.

Data AuditLineage MappingStakeholder Interviews

PHASE 02

Medallion Architecture Design

Designed a three-layer medallion architecture on AWS Redshift: Bronze (raw ingestion from 20+ sources via Airflow DAGs), Silver (standardization and data quality enforcement via Python/dbt), Gold (client-ready KPI tables optimized for Power BI consumption). Full schema documentation and data dictionary produced.

AWS RedshiftApache AirflowdbtMedallion Architecture

PHASE 03

Common Data Model Development

Built a unified Common Data Model (CDM) standardizing KPI definitions across all 130+ clients — SLA adherence, CSAT, AHT, FCR, attrition, and 40+ additional metrics. Client-specific logic isolated at the Gold layer while shared definitions remained consistent across the model.

Common Data ModelPythonData Modelling

PHASE 04

Power BI Environment Build

Deployed a single governed Power BI environment with role-based access control — global, regional, client, and agent-level views all connected to the same CDM. Drill-through capability from C-suite executive summary down to individual agent performance. Automated daily refresh pipelines with alerting.

Power BIRBACDAXDirectQuery

PHASE 05

Migration & Decommissioning

Systematically migrated all active use cases to the new platform, validated parity with business stakeholders, and decommissioned 150+ legacy reports. Change management support provided including training sessions for 200+ analyst users and account management teams across 3 regions.

Change ManagementUATTraining

[MEDALLION ARCHITECTURE]

Bronze. Silver. Gold.

BRONZERaw Ingestion

20+ Source Systems → Airflow DAGs → S3 Landing Zone

Automated ingestion from telephony platforms, CRM systems, WFM tools, and client data APIs. Raw data preserved in S3. Schema-on-read with full change capture. Daily batch + near-real-time feeds for operational sources. Airflow DAGs monitored with alerting on failure.

SILVERStandardisation

dbt Transformations → Data Quality Checks → Redshift Silver Schema

dbt models enforce business logic, handle NULL treatment, standardize date dimensions, and apply client-specific transformations. Great Expectations runs automated quality gates on row counts, null rates, and value distributions. Failed records quarantined for review — not silently dropped.

GOLDAnalytics-Ready

Curated KPI Tables → Power BI DirectQuery → Role-Based Views

Pre-aggregated KPI tables by client, region, team, and agent. Optimized distribution keys and sort keys on Redshift for sub-second Power BI query response. Row-level security enforces access boundaries — account managers see only their clients. Global roll-up maintained for executive tier.

[KEY OUTCOMES]

The Results.

30K+

Man-Hours Saved

Annually — replacing manual reporting across 130+ client accounts with automated pipelines.

300+→1

Dashboards Consolidated

A single governed Power BI environment replacing hundreds of siloed, conflicting reports.

150+

Legacy Reports Retired

Decommissioned safely after full migration validation and UAT sign-off with business stakeholders.

130+

Clients on One Platform

All enterprise clients served from the same governed data model — consistent definitions, one truth.

Reporting turnaround time reduced from weeks to under one day. Executive leadership gained real-time visibility into operations across all client accounts for the first time.

[TECHNOLOGY USED]

Stack.

DATA PLATFORM

AWS RedshiftAmazon S3AWS GlueAWS Lambda

ORCHESTRATION & TRANSFORMATION

Apache AirflowdbtPython (Pandas)Great Expectations

VISUALISATION & ACCESS

Power BI (DirectQuery)RBAC / Row-Level SecurityDAX

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