Business Analyst, Analytics and Automation

About ComPsych

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.

Job Summary

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. 

 

Primary Responsibilities

Analytics Ownership & Power BI Development 

• 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. 

Data Trust & Anomaly Investigation 

• 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. 

Planning, Forecasting & Operational Intelligence 

• 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. 

Automation & Reporting Efficiency 

• 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.

Job Qualifications

• 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. 

• Dem