Job DescriptionI. Job SummaryWe are looking for an experienced Workforce Management reporting and analytics professional to help build the next generation of reporting for our Customer Experience organization. If you excel at translating complex data into clear insights and enjoy building Power BI-ready datasets, automated reporting pipelines, and enterprise dashboards, this role is for you.
You will work extensively with tools and platforms, including Power BI, SQL, Excel, NICE IEX, the NICE Data Environment, DRIVE, CC Pulse, Genesys Cloud, Avaya, and Salesforce. You will build reporting solutions that support service levels, agent productivity, staffing insights, and operational performance.
This role is central to developing the organization's unified "one stop shop" enterprise dashboard and helping modernize how data is used across Workforce Management and Operations.
II. Essential Duties and Responsibilities- Works with management, and individual team leaders by contributing strategic vison and integrating a broad range of ideas regarding business solutions development.
- Coordinates and integrates multiple enterprise solutions projects with a large scope and complexity in an environment for business change.
- Contributes high level expertise in business processes and systems analysis while considering the business implications to the current and future business environment.
- Works with internal and external customers, suppliers and other partners to resolve problems, respond to suggestions for improvement and enhancements, test, refine and institutionalize solutions.
- Drives the project(s) and the organization toward achieving business results.
- May act as a source of direction, training and guidance for less experienced staff demonstrating coaching, mentoring, and leadership skills.Build PowerBI data models, automated datasets, and interactive dashboards.
- Design SQL transformations and pipelines that create clean, validated reporting datasets.
- Develop and modernize reporting solutions within the NICE Data Environment.
- Use Excel for advanced data validation, modeling, and investigative analysis.
- Integrate and reconcile data from DRIVE, CC Pulse, Genesys Cloud, Avaya, and Salesforce.
- Analyze key contact center metrics such as service levels, ASA, handle time, adherence, occupancy, and productivity.
- Translate complex data into insights and recommendations for leadership.
- Document KPI logic and support data governance standards.
- Collaborate with WFM and Operations partners to support reporting needs.
III. Qualifications A. Required Qualifications
- Bachelor's Degree (accredited) or in lieu of a degree
- High School Diploma or GED (accredited) and 4 years of relevant work experience
- 5 years relevant experience (in addition to education requirement)
B. Preferred Qualifications
- Process Analysis: Certified in Business Analysis -PMI
C. Knowledge, Skills, and Abilities
- Effective communicator with the ability to lead and influence others.
- Aligning Performance for Success - Focusing and guiding others in accomplishing work objectives.
- Building Partnerships - Identifying opportunities and taking action to build strategic relationships between one's area and other areas, teams, departments, units or organizations to help achieve business goals.
- Building Trust - Interacting with others in a way that give them confidence in one's intentions and those of the organization.
- Coaching and Developing Others - Providing feedback, instruction and development guidance to help others excel in their current or future job responsibilities; planning and supporting the development of individual skills and abilities.
- Decision Making - Identifying and understanding issues, problems, and opportunities; comparing data from different sources to draw conclusions; using effective approaches for choosing a course of action or developing appropriate solutions; taking action that is consistent with available facts, constraints, and probable consequences.
- Facilitating Change - Encouraging others to seek opportunities for different and innovative approaches to addressing problems and opportunities; facilitating the implementation and acceptance of change within the workplace.
- High-Impact Communication - Clearly and succinctly conveying information and ideas to individuals and groups in a variety of situations; communicating in a focused and compelling way that drives others' thoughts and actions.
- Planning and Organizing - Establishing courses of action for self and others to ensure that work is completed efficiently.
- Strategic Decision Making - Obtaining information and identifying key issues and relationships relevant to achieving a long-range goal or vision; committing to a course of action to accomplish a long-range goal or vision after developing alternatives based on logical assumptions, facts, available resources, constraints, and organizational values.
D. Preferred Knowledge, Skills, and Abilities
- 3 to 5+ years of experience in contact center analytics
- Hands-on experience with NICE IEX and the NICE Data Environment
- Experience using multiple platforms such as DRIVE, CC Pulse, Genesys Cloud, Avaya, and Salesforce
- Strong background in building dashboards and models in Power BI
- Advanced SQL for data modeling, ETL, and backend table design
- Strong Power BI capabilities (DAX, data modeling, performance optimization)
- Strong Excel skills for validation, modeling, and investigative analysis
- Ability to integrate multi-source data into enterprise reporting environments
- Strong analytical thinking and problem-solving
- Familiarity with forecasting, scheduling, adherence, shrinkage, occupancy, and ASA performance
- Background working with Snowflake or other cloud data platforms
- Experience developing semantic models or KPI frameworks
- Ability to translate complex technical concepts into actionable business insights
IV. Physical RequirementsListed below are key points regarding physical demands, physical and occupational risks, and the work environment of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job.☒ Office: This job primarily operates in a professional office environment and routinely requires the use of standard office equipment such as computers, phones, copy machines, etc.
Pay: The expected base pay range for this position across the U.S. is $96,700 - $144,440. This range represents a good-faith estimate for this position. The specific salary offered to a successful candidate may be influenced by a variety of factors, including the candidate's relevant experience, education, training, certifications, qualifications, and work location.
In addition, this position is eligible for bonus pay.
V. Benefits At WM, each eligible employee receives a competitive total compensation package including Medical, Dental, Vision, Life Insurance and Short Term Disability. As well as a Stock Purchase Plan, Company match on 401K, and more! Our employees also receive Paid Vacation, Holidays, and Personal Days. Please note that benefits may vary by site.
If this sounds like the opportunity that you have been looking for, please click Apply.
