Michael B. Lehlbach
Data Storyteller | Director, Call Center Analytics | Operations, Sales, Risk & Marketing Analyst | Workforce Optimization Leader
- Role
- Director, Call Center Analytics at Mha Systems Inc
- Location
- Chandler, AZ, US
- LinkedIn followers
- 500 followers
About Michael B. Lehlbach
Strategic Professional | WFO | Customer Service Management | Sales | IT Leadership | AI…
Experience
Director, Call Center Analytics
Jun 2023 — Present · Phoenix, AZ, US
Lead enterprise data and operations strategy for a multi-channel call center organization, unifying sales, marketing, and workforce analytics across a hybrid data environment leveraging Microsoft Azure Data Lakes/Warehoues and on-prem servers for secure, scalable reporting.Architect and administer the company’s DOMO data ecosystem, managing 150+ datasets/dataflows, 850+ cards across 10+ dashboards supporting Sales, Marketing, Operations, and Risk. These comprehensive storytelling dashboards deliver near real-time (15-minute refresh) insights that empower executives to make faster, data-driven decisions while eliminating redundancy and in departmental reporting.Collaborate with developers to design and deploy custom APIs that integrate multiple CRMs—including phone, lead, and accounting systems—into a unified data pipeline, automating data flows and ensuring consistency across the enterprise.Use SQL (DOMO SQL tiles, SSMS) to extract and transform data for analytics and Power BI visualization. While not a full SQL developer, effectively leverage query logic and AI tools (ChatGPT, DomoGPT) to design, troubleshoot, and optimize SQL workflows and ETL processes.Evaluate and vet new enterprise software solutions to modernize communication and data infrastructure. Partner with leadership and IT to propose/integrate AI-driven technologies, including AI Agents, DOMO insights, and AI-based call analysis, improving agent efficiency and customer experience.Develop advanced Excel and DOMO dashboards using Beast Mode and complex data blending, streamlining analytics, enhancing transparency, and improving operational visibility across all departments.Serve as Five9 Administrator, overseeing configuration, user management, and analytics integrations supporting workforce optimization, staffing, and capacity planning.Coordinate analytics and development projects through Jira, ensuring alignment with business objectives, governance standards, and system scalability.
Education
University of Phoenix
Bachelor of Science (B.S.), Management
2010 — 2013
Air Academy High School
High School Diploma, Computer Science
1997 — 2001
Skills
- Integration
- Billing Services
- Workforce Management
- Brand Management
- Product Development
- B2b Marketing
- Accounts Receivable
- Service Level Agreements
- Leadership
- Face to Face Presentations
- Technical Support
- Business Analysis
- Customer Service
- Team Leadership
- Database Administration
- Vlookup
- Vendor Management
- Team Building
- Management
- Business Process
- Data Analysis
- Call Centers
- Knowledge Management
- Knowledge-Based Systems
- Ivr
- Strategic Partnerships
- Business Knowledge
- Oracle Applications
- Microsoft Office
- Account Management
- Relationship Management
- Ms Excel Pivot Tables
- Knowledge Management Systems
- Data Entry
- Customer Escalation Management
- Linux
- Training
- Ecrm
- Development of Employees
- Avaya Ip Telephony
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