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WM

Analyst III, Workforce Business Solutions

WM

Workforce Management Analyst developing reporting solutions and dashboards for Customer Experience using Power BI and SQL. Collaborate across various tools and platforms to enhance data utilization.

Posted 5/28/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $96,700 - $144,440 per yearWebsite

Tech Stack

Tools & technologies
CloudSQL

About the role

Key responsibilities & impact
  • Help build the next generation of reporting for our Customer Experience organization.
  • Build PowerBI data models, automated datasets, and interactive dashboards.
  • Design SQL transformations and pipelines that create clean, validated reporting datasets.
  • Develop and modernize reporting solutions within the NICE Data Environment.
  • Integrate and reconcile data from DRIVE, CC Pulse, Genesys Cloud, Avaya, and Salesforce.
  • Analyze key contact center metrics such as service levels, ASA, handle time, adherence, occupancy, and productivity.
  • Collaborate with WFM and Operations partners to support reporting needs.

Requirements

What you’ll need
  • Bachelor's Degree (accredited) or in lieu of a degree High School Diploma or GED (accredited) and 4 years of relevant work experience
  • 5 years relevant experience (in addition to education requirement)
  • Effective communicator with the ability to lead and influence others.
  • Aligning Performance for Success – Focusing and guiding others in accomplishing work objectives.
  • Building Partnerships – Identifying opportunities and taking action to build strategic relationships between one’s area and other areas, teams, departments, units or organizations to help achieve business goals.
  • Strong analytical thinking and problem-solving skills.

Benefits

Comp & perks
  • Medical
  • Dental
  • Vision
  • Life Insurance
  • Short Term Disability
  • Stock Purchase Plan
  • Company match on 401K
  • Paid Vacation
  • Holidays
  • Personal Days

ATS Keywords

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Hard Skills & Tools
PowerBISQLdata modelingdata transformationreporting solutionsdata integrationdata reconciliationdata analysiscontact center metricsreporting datasets
Soft Skills
effective communicationleadershipinfluenceperformance alignmentbuilding partnershipsanalytical thinkingproblem-solving