Business Analyst, Analytics and Automation

ComPsychⓇ is the worldwide leader in organizational mental health, well-being, and absence management, dedicated to igniting human potential in workplaces across the globe. For over 40 years, we have combined the best in technology with unmatched human expertise to help individuals and their organizations thrive. Our GuidanceResourcesⓇ and AbsenceResourcesⓇ solutions deliver end-to-end mental health, well-being, work-life, health navigation, and absence support to more than 75,000 customers worldwide,  touching more than 160 million lives across 200 countries. Visit compsych.com to find out why 40% of the Fortune 500 choose ComPsych for their mental health and absence management needs.

The Business Analyst, Analytics & Automation is a high-accountability individual contributor role responsible for owning the analytics capability, reporting infrastructure, and automation roadmap for ComPsych's Contact Center Operations. This role is the analytical engine of the function: building and maintaining Power BI dashboards, embedding AI-driven insights, ensuring data integrity across all operational reporting, and driving the evolution of analytics from manual and reactive to automated and predictive. 

This person will become a deep subject matter expert in contact center planning and forecasting -understanding the data, the business, and the levers that drive performance. They operate with high autonomy, partner cross-functionally across WFM, Genesys, Operations, and IT to gather requirements, validate data, and deliver reporting solutions, and build leadership trust through data accuracy and reliability. 

• 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 (e.g., abandonment rate exclusion windows, schedule adherence calculation gaps). 

• Investigate operational data anomalies end-to-end: root cause identification, stakeholder communication, and resolution. 

• Partner with WFM team, Team Leaders, and Genesys Administrators to validate data at the source and ensure consistency across reporting layers. 

• Build and maintain data quality monitoring, including proactive alerting when key metrics fall outside expected ranges. 

• 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. 

• Build analytical frameworks that support forecasting accuracy reviews, staffing efficiency analysis, and SLA performance tracking. 

• Support WFM Senior Manager and team with data-driven inputs for scheduling optimization and workforce planning. 

• Analyze queue performance, agent adherence, and real-time operational data to surface actionable intelligence for leadership. 

• 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. 

• Evaluate and recommend new analytics tools, AI capabilities, and integration opportunities that advance the function's data maturity. 
• Other duties as needed.

• 5+ years of relavent 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. 

ComPsych is an equal opportunity employer.  All applicants will be considered for employment regardless of race, color, age, genetics, religion, gender, sexual orientation, gender identity, national origin, disability or protected veteran status and any other characteristic protected by federal, state or local laws. ComPsych Corporation maintains a drug free workplace.

ComPsych Corporation and its affiliates is committed to the responsible and transparent handling of your personal data. Information collected during the recruitment process will be used to assess your application and, where applicable, to prepare and administer an offer of employment. Your personal data will be processed in accordance with the privacy laws applicable in your country or jurisdiction of residence, which may include the California Consumer Privacy Act (CCPA), the EU General Data Protection Regulation (GDPR), Canada's Personal Information Protection and Electronic Documents Act (PIPEDA) and applicable provincial privacy legislation, and other applicable national or local privacy laws. For full details on what personal data we collect, how we use it, your rights as an Applicant, and how to contact us with privacy-related questions, please review the relevant Applicant Data Privacy Notices: US Applicant Data Privacy Notice & Canada Data Privacy Notice.