Business Analyst, Analytics – Automation

ComPsych

Business Analyst for ComPsych's Contact Center Operations focused on analytics, reporting, and automation solutions. Responsible for driving performance insights through Power BI while collaborating across multiple teams.

Posted 5/21/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $90,000 - $115,000 per yearWebsite

Tech Stack

Tools & technologies

AssemblyCloudErlang

About the role

Key responsibilities & impact

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
Investigate operational data anomalies end-to-end: root cause identification, stakeholder communication, and resolution
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
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
Support WFM Senior Manager and team with data-driven inputs for scheduling optimization and workforce planning

Requirements

What you’ll need

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

Benefits

Comp & perks

Full benefits package
Paid Time Off (PTO)
Medical, dental, vision
401(k) with match
Robust EAP
Wellness program
And much more

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Power BIdata modelingDAXPower QueryREST API integrationdashboard designreporting automationdata analysisdata ingestioncapacity planning

Soft Skills

strong communication skillshigh accountability orientationattention to detailability to manage multiple prioritiesdata investigation skills