[Remote] Business Analyst, Analytics and Automation

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.ResponsibilitiesOwn, maintain, and continuously improve the contact center Power BI reporting ecosystem: dashboards, data models, pipelines, and KPI frameworksBuild and manage Power BI REST API integration with Genesys Cloud to automate data ingestion and reduce manual extractionEmbed AI-driven insights into dashboards -surfacing anomalies, trends, and recommendations directly in executive reporting viewsEstablish and enforce a data dictionary and reporting standards; ensure every metric presented to leadership is defined, documented, and validatedOwn the analytics roadmap: prioritize, design, and deliver new reporting capabilities in alignment with Director and leadership needsAudit 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 resolutionPartner with WFM team, Team Leaders, and Genesys Administrators to validate data at the source and ensure consistency across reporting layersBuild and maintain data quality monitoring, including proactive alerting when key metrics fall outside expected rangesDevelop deep expertise in contact center planning and forecasting models, become the go-to resource for capacity planning data, volume trend analysis, and staffing scenario modelingBuild analytical frameworks that support forecasting accuracy reviews, staffing efficiency analysis, and SLA performance trackingSupport WFM Senior Manager and team with data-driven inputs for scheduling optimization and workforce planningAnalyze queue performance, agent adherence, and real-time operational data to surface actionable intelligence for leadershipIdentify and eliminate manual reporting processes and build automated pipelines that free WFM and operations teams from ad hoc data assemblyDesign and implement reporting automation using Power BI, Power Automate, and Genesys data APIs aiming for outputs to be ready for executive consumption without manual interventionEvaluate and recommend new analytics tools, AI capabilities, and integration opportunities that advance the function's data maturityOther duties as neededSkills5+ years of relevant work experience in a business analyst, data analyst, or reporting/analytics roleAdvanced Power BI development: data modeling, DAX, Power Query, REST API integration, and dashboard designDemonstrated ability to own analytics infrastructure end-to-end: from data source to executive dashboardStrong data investigation skills: comfortable tracing anomalies through multiple systems to root causeHigh accountability orientation owns outcomes, not just tasks; follows through without being chasedStrong written and verbal communication skills; able to present data findings to Director and SVP-level audiencesAbility to manage multiple priorities independently in a fast-paced environmentHigh attention to detail and commitment to data accuracy and reliabilityBachelor's degree in Information Systems, Business Analytics, Computer Science, or related fieldExperience with contact center or operational analytics environments strongly preferredWorking knowledge of forecasting and capacity planning concepts (volume trending, Erlang modeling, staffing scenarios)BenefitsFull benefits package, including Paid Time Off (PTO), medical, dental, vision, 401(k) with match, robust EAP, wellness program, and much moreCompany OverviewComPsych® is the world’s largest provider of mental health services and GuidanceResources® for life. It was founded in 1984, and is headquartered in Chicago, Illinois, USA, with a workforce of 1001-5000 employees. Its website is http://www.compsych.com.Company H1B SponsorshipComPsych has a track record of offering H1B sponsorships, with 1 in 2024, 1 in 2021. Please note that this does not guarantee sponsorship for this specific role.