Business Analyst, Analytics and Automation

🕒 Maio 22

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $90.000 - $115.000 / ano

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

🧐 Analista de Negócios

🦅 Patrocina Visto H1B

Esta empresa já patrocinou vistos H1B no passado.

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ComPsych

SiteLinkedInTodas as Vagas

1001 - 5000 funcionários

Fundada em 1984

⚕️ Seguro de Saúde

🧘 Bem-estar

🤝 B2B

Healthcare Insurance • Wellness • B2B

ComPsych é um fornecedor líder de programas de assistência ao empregado (EAP), oferecendo serviços de saúde mental e bem-estar aos funcionários e suas famílias. A empresa se concentra em melhorar a produtividade no local de trabalho, fornecendo serviços de apoio que ajudam os funcionários a gerenciar desafios pessoais e relacionados ao trabalho. As soluções da ComPsych incluem aconselhamento, intervenção em crises e diversos programas de bem-estar projetados para aprimorar a satisfação e o desempenho geral dos funcionários.

Descrição

• 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.

🎯 Requisitos

• 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.

🏖️ Benefícios

• Paid Time Off (PTO) • medical • dental • vision • 401(k) with match • robust EAP • wellness program • and much more