[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
• 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 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: root cause identification, stakeholder communication, and resolution
• Partner with WFM team, Team Leaders, and reputed company Administrators to validate data at the reputed company and ensure consistency across reporting layers
• Build and maintain data quality 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 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 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 APIs 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 root 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, staffing scenarios)

Benefits

• Full benefits package, including Paid Time Off (PTO), medical, dental, reputed company, 401(k) with match, robust EAP, wellness program, and much more

Company Overview

Company H1B Sponsorship