Job Description
The Workforce Business Intelligence Analyst is responsible for analyzing workforce and operational data to provide actionable insights that support business performance, workforce planning, productivity, and capacity management.
The role will develop and maintain reports, dashboards, and analytical models that help management understand operational performance, identify trends and risks, and make informed decisions. The position will also serve as a key business user and champion of Power BI, ensuring that reporting and analytics are accurate, relevant, and aligned with business requirements.
Key Responsibilities
Develop and maintain business intelligence reports, dashboards, and performance scorecards using Power BI and other reporting tools.
Analyze workforce and operational data to identify trends, performance gaps, risks, and opportunities for improvement.
Monitor key performance indicators (KPIs) and ensure reporting definitions, calculations, and data sources are accurate and consistent.
Prepare regular management reports covering workload, productivity, service levels, quality, staffing, capacity, and other operational metrics.
Develop workforce demand and capacity models to support staffing and resource planning.
Analyze workforce productivity, utilization, shrinkage, skill mix, and workload requirements.
Support short- and medium-term workforce planning by identifying capacity gaps, staffing requirements, and potential resource optimization opportunities.
Conduct forecasting, scenario analysis, and what-if modeling to support workforce and operational decisions.
Validate data and investigate discrepancies between source systems and reports.
Work with business and technical teams to resolve data quality issues and improve reporting processes.
Gather business requirements and translate them into reporting and dashboard solutions.
Drive adoption and effective use of Power BI dashboards and self-service reporting across relevant stakeholders.
Prepare analytical presentations, management reports, and business review materials.
Provide data-driven recommendations to support operational improvements and management decision-making.
Continuously improve reporting processes, analytical methodologies, and data visualization practices.
Qualifications
Bachelor's degree in Business Analytics, Data Analytics, Information Technology, Computer Science, Statistics, Mathematics, Business Administration, or a related field.
3+ years of experience in Business Intelligence, Data Analytics, Workforce Analytics, Reporting, Workforce Planning, or a related role.
Strong experience in Microsoft Power BI, including dashboard development and data visualization.
Strong proficiency in Microsoft Excel and data analysis.
Knowledge of SQL, Power Query, DAX, or similar data analytics tools is an advantage.
Experience working with workforce, operational, productivity, capacity, or performance data.
Strong understanding of KPI development, reporting, data validation, and analytical processes.
Strong analytical and problem-solving skills with the ability to interpret complex data and translate it into meaningful business insights.
Excellent communication and presentation skills.
Strong attention to detail and commitment to data accuracy.
Ability to work effectively with both business stakeholders and technical teams.
Preferred Experience
Experience in workforce management, BPO, shared services, contact centers, operations, or other high-volume service environments.
Experience in workforce forecasting, capacity planning, staffing analysis, or productivity management.
Experience working with large and complex datasets.
Experience developing management dashboards and executive-level reporting.
Experience establishing or improving KPI and reporting standards.
Core Skills
Business Intelligence
Workforce Analytics
Power BI
Data Visualization
Workforce Planning
Capacity Planning
Forecasting & Scenario Analysis
KPI & Performance Reporting
Data Analysis & Interpretation
Microsoft Excel
SQL / Power Query / DAX
Problem Solving
Stakeholder Management
Communication & Presentation
