Note: The job is a remote job and is open to candidates in USA. ComPsych 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 integrity across all 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

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 source to executive dashboard
• Strong data investigation skills: comfortable tracing anomalies through multiple systems to root cause
• 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
• Experience with contact center or operational analytics environments strongly preferred
• Working knowledge of forecasting and capacity planning concepts (volume trending, Erlang modeling, staffing scenarios)

Benefits

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

Company Overview

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