Workforce Business Intelligence Analyst

Workforce Business Intelligence Analyst (WBIA)

Job Summary

We are seeking a Workforce Business Intelligence Analyst (WBIA) to support Operations through data-driven reporting, workforce analytics, capacity planning, and business intelligence.

The role will be responsible for transforming operational data into actionable insights for management, covering workload, productivity, SLA, quality, staffing, scheduling, and capacity. The successful candidate will also serve as the Power BI Champion, helping establish reliable KPI standards, improve reporting efficiency, and drive data-based decision-making across the organization.

Key Responsibilities

• Develop and maintain operational dashboards, reports, and scorecards covering volume, productivity, SLA, quality, backlog, staffing, and capacity.
• Maintain the organization's KPI dictionary and reporting standards, ensuring consistent definitions, formulas, data sources, and business rules.
• Analyze operational data to identify trends, anomalies, performance gaps, and root causes.
• Translate data findings into clear business insights, recommendations, risks, and actions.
• Develop workforce and capacity models linking demand, workload, productive hours, shrinkage, skill mix, and service requirements.
• Support short- and medium-term workforce planning, including capacity gaps, staffing requirements, skill gaps, and redeployment scenarios.
• Conduct schedule and coverage analysis based on workload patterns, operating hours, leave, training, shrinkage, skills, and peak periods.
• Act as the Power BI business champion, partnering with technical BI teams to define requirements, validate data and logic, and improve dashboard adoption.
• Perform data validation and reconciliation, investigate discrepancies, and coordinate resolution with relevant stakeholders.
• Prepare monthly management reports, governance packs, and QBR analytical materials.
• Conduct what-if and scenario analysis to support headcount, workload migration, service changes, and other operational decisions.
• Identify opportunities to automate, simplify, and eliminate duplicate reporting.

Qualifications

• Bachelor's degree in Business Analytics, Data Analytics, Statistics, Mathematics, Information Systems, Operations Management, or a related field.
• 3+ years of experience in business intelligence, workforce analytics, operations analytics, reporting, or a related analytical role.
• Strong experience in Microsoft Power BI, including dashboard development, data modeling, and visualization.
• Strong proficiency in Microsoft Excel, including advanced formulas, pivot tables, data analysis, and reporting.
• Working knowledge of SQL or other data-querying tools is an advantage.
• Experience working with operational or workforce data such as volume, productivity, staffing, SLA, utilization, shrinkage, backlog, or capacity.
• Strong analytical and problem-solving skills with the ability to identify trends and root causes.
• Excellent attention to detail and commitment to data accuracy and reporting quality.
• Strong communication skills and the ability to explain analytical findings to non-technical stakeholders and management.

Preferred Skills

• Experience in workforce management, capacity planning, resource planning, or scheduling analytics.
• Experience developing forecasting, capacity, productivity, or scenario models.
• Experience establishing or managing KPI frameworks and reporting governance.
• Familiarity with Power Query, DAX, data modeling, and dashboard optimization.
• Experience working in a shared services, service center, BPO, operations, or high-volume transaction environment.
• Ability to manage multiple reporting requirements while maintaining consistent standards and priorities.

What We’re Looking For

The ideal candidate is more than a report builder. You are someone who can:

• Understand the business behind the numbers
• Challenge inconsistent or unclear KPI definitions
• Identify the drivers behind operational performance
• Turn complex data into simple, actionable insights
• Build practical models to support workforce and capacity decisions
• Communicate confidently with operations leaders and stakeholders
• Take ownership of reporting quality and continuously improve how data is used

Role Details

Position: Workforce Business Intelligence Analyst (WBIA)
Work Model: Individual Contributor
Reports To: Head of Operations
Primary Partners: Service Delivery Managers
Function: Operations