Business Analyst, Analytics and Automation
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Job Description
Business Analyst at ComPsych focusing on analytics and automation for contact center operations. Responsible for Power BI development and data integrity across 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 Genesys Cloud to automate data ingestion and reduce manual extraction.
- Embed 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 all existing WFM and operational reporting for accuracy and integrity: identify undocumented anomalies, incorrect logic, and unvalidated assumptions (e.g., abandonment rate exclusion windows, schedule adherence calculation gaps).
- Investigate operational data anomalies end-to-end: root cause identification, stakeholder communication, and resolution.
- Partner with WFM team, Team Leaders, and Genesys Administrators to validate data at the source and ensure consistency across reporting layers.
- Build and maintain data quality monitoring, including proactive alerting when key metrics fall outside expected ranges.
- Develop deep expertise in contact center planning and forecasting models, become the go-to resource for capacity planning data, volume trend analysis, and staffing scenario modeling.
- Build analytical frameworks that support forecasting accuracy reviews, staffing 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 real-time operational data to surface actionable intelligence for leadership.
- Identify and eliminate manual reporting processes and build automated pipelines that free WFM and operations teams from ad hoc data assembly.
- Design and implement reporting automation using Power BI, Power Automate, and Genesys data APIs aiming for outputs to be ready for executive consumption without manual intervention.
- Evaluate and recommend new analytics tools, AI capabilities, and integration opportunities that advance the function's data maturity.
- Other duties as needed.
Requirements:
- 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 source to executive dashboard.
- Strong data investigation skills: comfortable tracing anomalies through multiple systems to root cause.
- Experience with contact center or operational analytics environments strongly preferred.
- Working knowledge of forecasting and capacity planning concepts (volume trending, Erlang modeling, staffing scenarios).
- High accountability orientation owns outcomes, not just tasks; follows through without being chased.
- Strong written and verbal communication skills; able 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 related field.
Benefits:
- Paid Time Off (PTO)
- medical
- dental
- vision
- 401(k) with match
- robust EAP
- wellness program
- and much more
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