DescriptionJob DescriptionJob Title: BI Analyst, Operations Command CenterTitle: BI Analyst, Operations Command Center
Department: Operations
Reports To: Manager, Operations Command Center
Reporting Responsibility: N/A
Date: October 01, 2026
General Summary: The Business Intelligence (BI) Analyst, Operations Command Center is responsible for developing, maintaining, and enhancing dashboards, reporting solutions, and analytical insights that support workforce management and operational decision-making. This role transforms operational data into actionable intelligence for frontline leaders, WFM teams, and executive stakeholders.
Key ResponsibilitiesBusiness Intelligence & Reporting
- Design, develop, and maintain command center dashboards
- Create executive-level scorecards and operational reporting packages
- Automate recurring reports and data processes
- Ensure data accuracy and reporting integrity
Data Analysis
- Analyze operational performance trends and workforce metrics
- Identify opportunities for performance improvement
- Conduct root-cause analysis to support business decisions
- Develop predictive and trend-based reporting
Dashboard Development
- Build and maintain Power BI, Tableau, or other BI solutions
- Create visualizations that support real-time and strategic decision-making
- Develop KPI frameworks and metric definitions
Data Governance
- Validate workforce, operational, and reporting data
- Establish reporting standards and documentation
- Partner with IT and Data Engineering teams to improve data quality
Support Continuous Improvement
- Recommend process improvements through data analysis
- Support implementation projects with reporting and analytics expertise
- Assist in measuring implementation success and operational outcomes
Comply with the established policies (General, Security of Information, Compliance) and Standards of conduct established by KM2. Your duties will include but not be restricted to the above.
Other responsibilities or duties as assigned by direct supervisor.
Qualifications- Bachelor's degree in Business Analytics, Information Systems, Statistics, Finance, or related field (relevant experience can substitute education requirements)
- 3+ years of business intelligence, reporting, or analytics experience
- Experience using Power BI, Tableau, or similar reporting tools
- Advanced Excel skills
- SQL proficiency (Preferred)
- Experience supporting WFM or contact center environments (Preferred)
- Knowledge of forecasting and workforce planning methodologies (Preferred)
- Experience with cloud-based reporting platforms (Preferred)
Technical Skills- Power BI
- SQL
- Reporting Automation
- Excel
- Data Visualization
- Data Modeling
- KPI Development
Key Competencies- Data Analysis
- Critical Thinking
- Visualization & Storytelling
- Process Improvement
- Attention to Detail
