Senior Business Analyst

The Sr. Business Analyst will possess strong analytical skills, a passion for data-driven decision-making, and experience in transforming raw data into actionable business insights. This role will involve working closely with various departments to understand their data needs, generate reports, and develop dashboards to aid in strategic decision-making. Duties and Responsibilities The following duties and responsibilities reflect the expectations of this position but are not intended to be all-inclusive: Partner with BPO WFM Partner to ensure accuracy, optimization & budget requirements (costs, resources, staffing, schedules, SLAs). Complete Proformas for new customers and expanding business. Calculate and verify ROI for internal projects and transformation initiatives. Budget & Forecast Planning: Track daily, weekly, monthly, quarterly and annual financials (Gross margins, net margins, cost and revenue). Identify, communicate, alert and make recommendations to leadership regarding approach to manage risks & critical situations. Provide data-driven insights and recommendations to senior management to help approach strategic decisions. Conduct in-depth analysis of performance data, identifying trends, discrepancies, and opportunities for improvement. Develop and maintain dashboards and reports that track key performance indicators (KPIs), capacity planning, scheduling, and forecasting. Collaborate with other departments to ensure requests for changes to analytics and reporting are vetted and appropriately scoped and prioritized. Identify operational insights opportunities thru routine meetings with Operations and other stakeholders to improve quality and impact of the analytics solutions. Assist in the development of content for internal/external briefings, reports, and presentations. Develop detailed report specifications, ensuring clarity, accuracy, and alignment with business objectives. Translate complex business requirements into comprehensive and user-friendly reports. Lead the testing phase for newly developed reports, ensuring accuracy, completeness, and adherence to specifications. Proactively identify opportunities for process improvement with reporting and dashboards. Analyze and interpret data trends and patterns, providing real-time valuable insights to support strategic decision-making including actionable insights to improve business performance. Manage training, implementation, and troubleshooting of WFO tools. Share knowledge and educate team members on how to interpret and use performance data to improve outcomes. Education and/or Experience Bachelors degree required or 3+ years of relevant experience in a business analytics roles in BPM Space, focusing on process improvement or analytics. Healthcare industry experience is a plus. Qualifications Required Knowledge, Skills and Abilities: Experience in Workforce Management in a contact center. Understanding of contact center dynamics and telephony. Familiarity with platforms like Genesys PureConnect, Calabrio, Loxysoft, and others. Strong mathematical aptitude. Ability to make quick, accurate assessments and judgments. Ability to work independently and prioritize effectively. Strong analytical skills for data manipulation and reporting. Advanced proficiency in MS Excel, Data Visualization, Power BI/Tableau and MS SQL Management Studio. Willingness to learn new software applications. Excellent written and verbal communication skills. Highly motivated, results-oriented, and detail-oriented. Experience creating schedules and staffing models. Flexible work schedule to meet project and client needs. Physical Requirements The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Ability to sit for extended periods and engage in active listening. Occasional standing and use of hands for office equipment. Ability to hear within normal range and use a headset. Good visual acuity for reading screens and documents. Ability to work remotely in a HIPAA-compliant workspace. Ability to house company equipment and access broadband Internet. Participation in meetings via telephone or video. Thrive in a fast-paced environment. Maintain professional relationships with diverse personalities. Adaptable to change and effective in managing stress.

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