Business Intelligence (BI) Analyst - Workforc

Unique Vacations•Miami, FL

11d

About The Position

We are seeking a highly analytical and data-driven Business Intelligence (BI) Analyst – Workforce Optimization to join our team. This role will focus on leveraging data insights to enhance workforce efficiency, optimize scheduling, and drive operational improvements. The ideal candidate will have experience in workforce analytics, forecasting, and reporting, with strong proficiency in BI tools and data visualization.

Requirements

Strong SQL and Power BI (DAX, data modeling, row-level security); Excel proficiency.
Experience with WFM platforms (Calabrio, NICE, Cisco Webex CC) and contact center metrics.
API integration experience (OAuth/API keys, JSON/XML, retries/error handling) across CCaaS/CRM.
Familiarity with API documentation and best practices for secure and efficient data exchange.
Contact/call center experience, with Cisco and Salesforce experience preferred.
Excellent problem-solving skills and ability to think analytically.
Effective communication and presentation skills, with the ability to explain complex concepts to non-technical stakeholders.
Ability to work effectively in a team environment and manage multiple projects simultaneously.
Strong attention to detail and commitment to delivering high-quality work.
Ability to travel internationally with periodic travel estimated at 20%.
Bachelor's degree in Data Science, Computer Science, Statistics, Mathematics, or a related field.
Over 5 years of experience in business intelligence, workforce analytics, or a related field.

Responsibilities

Build and maintain Power BI dashboards and SQL data pipelines for contact center performance interval-level reporting
Analyze key workforce metrics such as service levels, occupancy, adherence, shrinkage, and productivity.
Identify trends and performance gaps to drive operational improvements.
Create data-driven dashboards and reports using tools like Power BI, Power Automate, Excel, SQL, or other analytics platforms.
Support the forecasting of call volume, workload, and staffing needs based on historical trends and business growth.
Work closely with Workforce Planning teams to optimize scheduling, shift bids, and intraday management strategies.
Analyze agent performance data to improve efficiency, utilization, and staffing alignment.
Collaborate with cross-functional teams to identify process inefficiency es and propose data-backed solutions.
Provide insights and recommendations on staffing strategies, capacity planning, and workload balancing.
Assist in the automation of workforce reports and analytics processes to increase efficiency.
Work closely with the Director of Workforce Management to drive strategic initiatives and process improvements.
Work with WFM tools such as Cisco Webex Contact Center, Calabrio and NICE to improve workforce strategies.
Ensure data accuracy and integrity across workforce management systems.
Partner with IT and operations teams to enhance reporting automation and tool integration.
Utilize advanced analytics techniques to explore and analyze complex datasets, identifying patterns, trends, and relationships.
Develop statistical models and machine learning algorithms to solve business problems, optimize processes, and improve decision-making.
Apply data mining and visualization techniques to transform raw data into meaningful insights and reports.