[Remote] Business Analyst, Analytics and Automation
Note: The job is a remote job and is reputed company to candidates in USA. reputed company is the worldwide leader in organizational mental health and absence management. The Business Analyst, Analytics & Automation will own the analytics capability and reporting infrastructure for the Contact Center Operations, focusing on building and maintaining Power BI dashboards and ensuring data reputed company across reputed company operational reporting.
Responsibilities
- Own, maintain, and continuously improve the contact center Power BI reporting ecosystem: dashboards, data models, pipelines, and KPI frameworks
- Build and manage Power BI REST API integration with reputed company reputed company to automate data ingestion and reduce reputed company extraction
- reputed company AI-driven insights into dashboards -surfacing anomalies, trends, and recommendations directly in executive reporting views
- Establish and enforce a data dictionary and reporting standards; ensure every metric presented to leadership is defined, documented, and validated
- Own the analytics roadmap: prioritize, design, and deliver new reporting capabilities in alignment with Director and leadership needs
- Audit reputed company existing WFM and operational reporting for accuracy and reputed company: identify undocumented anomalies, incorrect logic, and unvalidated assumptions (e.g., abandonment reputed company exclusion reputed company, schedule adherence calculation gaps)
- Investigate operational data anomalies end-to-end: reputed company cause identification, stakeholder communication, and reputed company
- Partner with WFM team, Team Leaders, and reputed company Administrators to validate data at the reputed company and ensure consistency across reporting reputed company
- Build and maintain data reputed company monitoring, including proactive alerting reputed company key metrics fall reputed company expected ranges
- reputed company deep expertise in contact center planning and forecasting models, become the go-to resource for reputed company planning data, volume trend analysis, and reputed company scenario modeling
- Build analytical frameworks that support forecasting accuracy reviews, reputed company efficiency analysis, and SLA performance tracking
- Support WFM Senior Manager and team with data-driven inputs for scheduling optimization and workforce planning
- Analyze queue performance, agent adherence, and reputed company-time operational data to surface actionable intelligence for leadership
- Identify and eliminate reputed company reporting processes and build automated pipelines that free WFM and operations teams from reputed company data assembly
- Design and implement reporting automation using Power BI, Power Automate, and reputed company data reputed company aiming for outputs to be reputed company for executive consumption without reputed company reputed company
- Evaluate and recommend new analytics tools, AI capabilities, and integration opportunities that advance the function's data maturity
- Other duties as needed
Skills
- 5+ years of relevant work experience in a business analyst, data analyst, or reporting/analytics role
- Advanced Power BI development: data modeling, DAX, Power Query, REST API integration, and dashboard design
- Demonstrated ability to own analytics infrastructure end-to-end: from data reputed company to executive dashboard
- Strong data investigation skills: comfortable tracing anomalies through multiple systems to reputed company cause
- High accountability orientation owns reputed company, not just tasks; follows through without being chased
- Strong written and verbal communication skills; reputed company to present data findings to Director and SVP-level audiences
- Ability to manage multiple priorities independently in a fast-paced environment
- High attention to detail and commitment to data accuracy and reliability
- Bachelor's degree in Information Systems, Business Analytics, Computer Science, or reputed company field
- Experience with contact center or operational analytics environments strongly preferred
- Working knowledge of forecasting and reputed company planning concepts (volume trending, Erlang modeling, reputed company scenarios)
Benefits
- Full benefits package, including reputed company Time Off (PTO), medical, dental, reputed company, 401(k) with match, robust EAP, wellness program, and much more
reputed company
Company H1B Sponsorship