Analyst III, Workforce Business Solutions

Waste Management, Inc. (WM)•Houston, TX

2d•$96,700 - $144,440•Onsite

About The Position

We are looking for an experienced Workforce Management reporting and analytics professional to help build the next generation of reporting for our Customer Experience organization. If you excel at translating complex data into clear insights and enjoy building Power BI-ready datasets, automated reporting pipelines, and enterprise dashboards, this role is for you. You will work extensively with tools and platforms, including Power BI, SQL, Excel, NICE IEX, the NICE Data Environment, DRIVE, CC Pulse, Genesys Cloud, Avaya, and Salesforce. You will build reporting solutions that support service levels, agent productivity, staffing insights, and operational performance. This role is central to developing the organization’s unified “one stop shop” enterprise dashboard and helping modernize how data is used across Workforce Management and Operations.

Requirements

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)

Nice To Haves

Process Analysis: Certified in Business Analysis -PMI
3 to 5+ years of experience in contact center analytics
Hands-on experience with NICE IEX and the NICE Data Environment
Experience using multiple platforms such as DRIVE, CC Pulse, Genesys Cloud, Avaya, and Salesforce
Strong background in building dashboards and models in Power BI
Advanced SQL for data modeling, ETL, and backend table design
Strong Power BI capabilities (DAX, data modeling, performance optimization)
Strong Excel skills for validation, modeling, and investigative analysis
Ability to integrate multi-source data into enterprise reporting environments
Strong analytical thinking and problem-solving
Familiarity with forecasting, scheduling, adherence, shrinkage, occupancy, and ASA performance
Background working with Snowflake or other cloud data platforms
Experience developing semantic models or KPI frameworks
Ability to translate complex technical concepts into actionable business insights

Responsibilities

Works with management, and individual team leaders by contributing strategic vision and integrating a broad range of ideas regarding business solutions development.
Coordinates and integrates multiple enterprise solutions projects with a large scope and complexity in an environment for business change.
Contributes high level expertise in business processes and systems analysis while considering the business implications to the current and future business environment.
Works with internal and external customers, suppliers and other partners to resolve problems, respond to suggestions for improvement and enhancements, test, refine and institutionalize solutions.
Drives the project(s) and the organization toward achieving business results.
May act as a source of direction, training and guidance for less experienced staff demonstrating coaching, mentoring, and leadership skills.
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.
Use Excel for advanced data validation, modeling, and investigative analysis.
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.
Translate complex data into insights and recommendations for leadership.
Document KPI logic and support data governance standards.
Collaborate with WFM and Operations partners to support reporting needs.