Job Summary
The Business Analyst, Analytics & Automation is ahigh-accountabilityindividual contributor role responsible for owning the analytics capability, reporting infrastructure, and automation roadmap for ComPsych's Contact Center Operations. This role is the analytical engine of the function: building andmaintainingPower BI dashboards, embedding AI-driven insights, ensuring data integrity across all operational reporting, and driving the evolution of analytics from manual and reactive to automated and predictive.
This person will become a deep subject matter expert in contact center planning and forecasting-understanding the data, the business, and the levers that drive performance. Theyoperatewith high autonomy, partner cross-functionally across WFM, Genesys, Operations, and IT to gather requirements,validatedata, and deliver reporting solutions, and build leadership trust through data accuracy and reliability.
Primary Responsibilities
Analytics Ownership & Power BI Development
- 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, andvalidated.
- Own the analytics roadmap: prioritize, design, and deliver new reporting capabilities in alignment with Director and leadership needs.
Data Trust & Anomaly Investigation
- Audit all existing WFM and operational reporting for accuracy and integrity:identifyundocumented 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 tovalidatedata at the source and ensure consistency across reporting layers.
- Build andmaintaindata qualitymonitoring,including proactive alerting when key metrics fall outside expected ranges.
Planning, Forecasting & Operational Intelligence
- Develop deepexpertisein contact center planning and forecastingmodels, becomethe 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.
Automation & Reporting Efficiency
- Identifyandeliminatemanual 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 foroutputstobe 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.
Job Qualifications
- 5+ years ofrelaventworkexperience in a business analyst, data analyst, or reporting/analytics role.
- Advanced Power BI development: datamodeling, 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 accountabilityorientationownsoutcomes, 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 relatedfield.
Benefits and Perks
- Full benefits package, including Paid Time Off (PTO), medical, dental, vision, 401(k) with match, robust EAP, wellness program, and much more
- The salary range for this position is $90,000 - $115,000 (USD). The base salary range represents the anticipated low end and high end of the range for this position. The actual compensation will be influenced by a wide range of factors including, but not limited to previous experience, education, pay market/geography, and scheduled hours.
