Business Intelligence and Workforce Analytics Analyst

United Fidelity Bank

2d

About The Position

We are seeking a data-driven, business-minded analyst with expertise in business intelligence, data visualization, and workforce planning to join our AutoNation Contact Center team. This role partners closely with the Senior Director of the BDC, as well as leaders across Customer Relations, Parts Operations, and site management, to deliver data-driven insights that improve performance and decision-making. The ideal candidate combines strong analytical and technical skills with the ability to translate complex data into clear, actionable insights and executive-ready visuals. You’ll bridge analytics and operations, helping the business move from data collection to intelligent, measurable action. We are seeking a data-driven, business-minded analyst with expertise in business intelligence, data visualization, and workforce planning to join our AutoNation Contact Center team. This role partners closely with the Senior Director of the BDC, as well as leaders across Customer Relations, Parts Operations, and site management, to deliver data-driven insights that improve performance and decision-making. The ideal candidate combines strong analytical and technical skills with the ability to translate complex data into clear, actionable insights and executive-ready visuals. You’ll bridge analytics and operations, helping the business move from data collection to intelligent, measurable action.

Requirements

• Bachelor’s degree in Business, Analytics, Statistics, Finance, or a related field.
• 4+ years of experience in business analytics, workforce management, or operational intelligence, ideally within a call center or multi-site environment.
• Advanced proficiency in Excel (data modeling, pivot tables, automation).
• Skilled in BI platforms (Tableau, Power BI, Looker Studio, etc.).
• Experience with WFM tools such as NICE, Calabrio, Genesys, or Webex CC.
• Ability to communicate insights clearly through both written and visual reports.

Nice To Haves

• Working knowledge of SQL or other data-querying languages.
• Familiarity with contact center metrics and forecasting principles.
• Experience in report automation, dashboard design, or data integration.
• Certifications in Business Analytics, Data Visualization, or Workforce Management (e.g., Six Sigma, COPC).

Responsibilities

• Business Intelligence & Analytics Collect, analyze, and interpret operational data from systems such as telephony, CRM, workforce, and QA tools.
• Design and maintain interactive dashboards and automated reports using Tableau, Power BI, or Looker Studio.
• Develop compelling visual narratives and executive summaries highlighting KPIs such as conversion rates, contact volume, staffing ratios, CSAT, AHT, attrition, and cost per RO.
• Partner with Finance and Operations to model business scenarios, identify performance trends, and quantify ROI for strategic initiatives.
• Support multiple departments—including BDC leadership, Customer Relations, Parts Operations, and site teams—with customized reporting that drives informed decisions.
• Identify and implement opportunities for automation, standardization, and improved data accessibility across business units.
• Workforce Management Own and enhance workforce planning processes, including forecasting, scheduling, and capacity planning across multiple contact center sites.
• Monitor real-time and interval-based staffing adherence to maintain service-level and cost-efficiency targets.
• Translate workload and productivity data into accurate staffing models for inbound, outbound, and omni-channel operations.
• Continuously refine forecasting logic to reflect business trends, promotions, and seasonality.
• Cross-Functional Collaboration Serve as a trusted analytics partner to senior leadership, delivering insight-driven presentations and dashboards.
• Collaborate with Customer Relations, Parts Operations, and site management to ensure data accuracy, transparency, and shared KPI understanding.
• Act as the internal “data storyteller,” transforming metrics into clear recommendations that shape both daily actions and long-term strategy.

Benefits

• Competitive compensation and 401k matching
• Enjoy a healthy work-life balance with insurance plans (health, dental, vision) and maternity benefits.
• Associate purchase and discount programs for new and pre-owned vehicles, services, parts, collision, accessories, and AutoGear
• Access amazing deals and discounts through YouDecide, a website with offers from top providers and retailers
• Join our DRVPNK mission to raise and donate millions of dollars to cancer research and treatment, partnering with cancer charities nationwide

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 101-250 employees