Unique Vacations, Inc.
Business Intelligence (BI) Analyst - Workforce
Unique Vacations, Inc., Miami, Florida, us, 33222
Business Intelligence (BI) Analyst – Workforce Optimization
Join to apply for the Business Intelligence (BI) Analyst – Workforce Optimization role at
Unique Vacations, Inc.
Unique Vacations, Inc. is a leading affiliate of
Sandals Resorts
and
Beaches Resorts , providing marketing, public relations, advertising, and creative services to showcase the Luxury Included experience. We are headquartered in sunny South Florida and are dedicated to empowering our team to create future opportunities.
Apply for this role via our career portal:
http://www.uvcareers.com/
Job Roles and Responsibilities
Build and maintain Power BI dashboards and SQL data pipelines for contact center performance interval-level reporting.
Analyze key workforce metrics such as service levels, occupancy, adherence, shrinkage, and productivity.
Identify trends and performance gaps to drive operational improvements.
Create data‑driven dashboards and reports using tools like Power BI, Power Automate, Excel, SQL, or other analytics platforms.
Workforce Optimization
Support forecasting of call volume, workload, and staffing needs based on historical trends and business growth.
Work closely with Workforce Planning teams to optimize scheduling, shift bids, and intraday management strategies.
Analyze agent performance data to improve efficiency, utilization, and staffing alignment.
Process Improvement & Strategic Insights
Collaborate with cross‑functional teams to identify process inefficiencies and propose data‑backed solutions.
Provide insights and recommendations on staffing strategies, capacity planning, and workload balancing.
Assist in the automation of workforce reports and analytics processes to increase efficiency.
Work closely with the Director of Workforce Management to drive strategic initiatives and process improvements.
Technology & Tools Management
Work with WFM tools such as Cisco Webex Contact Center, Calabrio, and NICE to improve workforce strategies.
Ensure data accuracy and integrity across workforce management systems.
Partner with IT and operations teams to enhance reporting automation and tool integration.
Data Analysis And Modeling
Utilize advanced analytics techniques to explore and analyze complex datasets, identifying patterns, trends, and relationships.
Develop statistical models and machine learning algorithms to solve business problems, optimize processes, and improve decision‑making.
Apply data mining and visualization techniques to transform raw data into meaningful insights and reports.
Qualifications
Strong SQL and Power BI (DAX, data modeling, row‑level security); Excel proficiency.
Experience with WFM platforms (Calabrio, NICE, Cisco Webex CC) and contact center metrics.
API integration experience (OAuth/API keys, JSON/XML, retries/error handling) across CCaaS/CRM.
Familiarity with API documentation and best practices for secure and efficient data exchange.
Contact/call center experience; Cisco and Salesforce experience preferred.
Excellent problem‑solving skills and ability to think analytically.
Effective communication and presentation skills with ability to explain complex concepts to non‑technical stakeholders.
Ability to work effectively in a team environment and manage multiple projects simultaneously.
Strong attention to detail and commitment to delivering high‑quality work.
Ability to travel internationally with periodic travel estimated at 20%.
Experience Bachelor’s degree in Data Science, Computer Science, Statistics, Mathematics, or a related field.
Over 5 years of experience in business intelligence, workforce analytics, or a related field.
Benefits
Health, Dental, Vision insurance.
Employer‑paid life insurance, STD, and LTD.
Sick days, vacation days, 9 holidays.
Tuition assistance, parental leave.
401(k) plan with company match.
After 6 months of continuous employment, employees may visit the resorts we represent at a discounted rate.
Seniority Level Mid‑Senior level
Employment Type Full‑time
Job Function Business Development and Sales
Industries Advertising Services
EEO Statement All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, veteran status, or disability status. Reasonable accommodations are provided to applicants with disabilities during the recruitment process.
#J-18808-Ljbffr
Unique Vacations, Inc.
Unique Vacations, Inc. is a leading affiliate of
Sandals Resorts
and
Beaches Resorts , providing marketing, public relations, advertising, and creative services to showcase the Luxury Included experience. We are headquartered in sunny South Florida and are dedicated to empowering our team to create future opportunities.
Apply for this role via our career portal:
http://www.uvcareers.com/
Job Roles and Responsibilities
Build and maintain Power BI dashboards and SQL data pipelines for contact center performance interval-level reporting.
Analyze key workforce metrics such as service levels, occupancy, adherence, shrinkage, and productivity.
Identify trends and performance gaps to drive operational improvements.
Create data‑driven dashboards and reports using tools like Power BI, Power Automate, Excel, SQL, or other analytics platforms.
Workforce Optimization
Support forecasting of call volume, workload, and staffing needs based on historical trends and business growth.
Work closely with Workforce Planning teams to optimize scheduling, shift bids, and intraday management strategies.
Analyze agent performance data to improve efficiency, utilization, and staffing alignment.
Process Improvement & Strategic Insights
Collaborate with cross‑functional teams to identify process inefficiencies and propose data‑backed solutions.
Provide insights and recommendations on staffing strategies, capacity planning, and workload balancing.
Assist in the automation of workforce reports and analytics processes to increase efficiency.
Work closely with the Director of Workforce Management to drive strategic initiatives and process improvements.
Technology & Tools Management
Work with WFM tools such as Cisco Webex Contact Center, Calabrio, and NICE to improve workforce strategies.
Ensure data accuracy and integrity across workforce management systems.
Partner with IT and operations teams to enhance reporting automation and tool integration.
Data Analysis And Modeling
Utilize advanced analytics techniques to explore and analyze complex datasets, identifying patterns, trends, and relationships.
Develop statistical models and machine learning algorithms to solve business problems, optimize processes, and improve decision‑making.
Apply data mining and visualization techniques to transform raw data into meaningful insights and reports.
Qualifications
Strong SQL and Power BI (DAX, data modeling, row‑level security); Excel proficiency.
Experience with WFM platforms (Calabrio, NICE, Cisco Webex CC) and contact center metrics.
API integration experience (OAuth/API keys, JSON/XML, retries/error handling) across CCaaS/CRM.
Familiarity with API documentation and best practices for secure and efficient data exchange.
Contact/call center experience; Cisco and Salesforce experience preferred.
Excellent problem‑solving skills and ability to think analytically.
Effective communication and presentation skills with ability to explain complex concepts to non‑technical stakeholders.
Ability to work effectively in a team environment and manage multiple projects simultaneously.
Strong attention to detail and commitment to delivering high‑quality work.
Ability to travel internationally with periodic travel estimated at 20%.
Experience Bachelor’s degree in Data Science, Computer Science, Statistics, Mathematics, or a related field.
Over 5 years of experience in business intelligence, workforce analytics, or a related field.
Benefits
Health, Dental, Vision insurance.
Employer‑paid life insurance, STD, and LTD.
Sick days, vacation days, 9 holidays.
Tuition assistance, parental leave.
401(k) plan with company match.
After 6 months of continuous employment, employees may visit the resorts we represent at a discounted rate.
Seniority Level Mid‑Senior level
Employment Type Full‑time
Job Function Business Development and Sales
Industries Advertising Services
EEO Statement All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, veteran status, or disability status. Reasonable accommodations are provided to applicants with disabilities during the recruitment process.
#J-18808-Ljbffr