Business Analyst (WFM)

Core Roles & Responsibilities

Business Intelligence & Dashboard Development (Power BI)

• PBI Architecture: Design, build, and publish automated interactive Power BI

dashboards for operational performance, agent scorecards, and client

governance.

• Data Modeling &; DAX: Build star/snowflake schemas, configure one-to-

many/many-to-many relationships, and write calculated measures using

intermediate-to-advanced DAX (Time Intelligence, CALCULATE, FILTER,

SWITCH).

• Data Ingestion &; Transformation: Use Power Query (M Language) to clean,

unpivot, append, and transform fragmented data feeds coming from ACDs (e.g.,

Genesys, Avaya, Amazon Connect), WFM tools (e.g., NICE), and CRM platforms

(e.g., Salesforce, Zendesk).

• Workspace & Gateway Management: Maintain PBI service workspaces,

configure scheduled data refreshes, manage row-level security (RLS), and

ensure report performance optimization.

Spreadsheet Engineering & Tactical Automation (Google Sheets)

• Dynamic Spreadsheets: Build robust operational reporting sheets using

advanced Google Sheets capabilities (QUERY, FILTER, IMPORTRANGE,

ARRAYFORMULA, XLOOKUP, LET, and dynamic arrays).

• Process Automation via Apps Script: Write and maintain Google Apps Script

(JavaScript-based) to automate scheduled triggers, pull APIs, distribute

automated email alerts, and sync data between sheets.

• Collaborative Trackers: Design secure, user-friendly live tracking sheets for

floor supervisors, RTAs, and operations managers with controlled data validation

and conditional formatting.

Operational Analysis & Governance Support

• Performance Anomaly Detection: Track key contact center metrics (SLAs,

ASA, Abandonment, AHT, Occupancy, Adherence, Shrinkage, Concurrency) to

flag root causes behind operational spikes or dips.

• Business Review Collateral: Partner with WFM and Operations leadership to

automate data packs for Weekly Business Reviews (WBR), Monthly Business

Reviews (MBR), and client scorecards.

• Cross-Functional Ad-Hoc Analysis: Answer business questions via data

slicing (e.g., correlation between AHT and tenure, shrinkage trends across

specific shift patterns, or SLA loss impact during technical outages).