Business Analyst, Analytics and Automation

ComPsych is the worldwide leader in organizational mental health and absence management. The Business Analyst, Analytics & Automation is responsible for owning the analytics capability and reporting infrastructure for the Contact Center Operations, focusing on building Power BI dashboards and ensuring data integrity.

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
• 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)