ComPsychⓇ is the worldwide leader in organizational mental health, well-being, and absence management, dedicated to igniting human potential in workplaces across the globe. For over 40 years, we have combined the best in technology with unmatched human expertise to help individuals and their organizations thrive. Our GuidanceResourcesⓇ and AbsenceResourcesⓇ solutions deliver end-to-end mental health, well-being, work-life, health navigation, and absence support to more than 75,000 customers worldwide, touching more than 160 million lives across 200 countries.

Job Summary

The Business Analyst, Analytics & Automation is a high-accountability individual contributor role responsible for owning the analytics capability, reporting infrastructure, and automation roadmap for ComPsych's Contact Center Operations. This role is the analytical engine of the function: building and maintaining Power BI dashboards, embedding AI-driven insights, ensuring data integrity across all operational reporting, and driving the evolution of analytics from manual and reactive to automated and predictive.

This person will become a deep subject matter expert in contact center planning and forecasting -understanding the data, the business, and the levers that drive performance. They operate with high autonomy, partner cross-functionally across WFM, Genesys, Operations, and IT to gather requirements, validate data, and deliver reporting solutions, and build leadership trust through data accuracy and reliability.

Job Qualifications:

5+ years of relavent work experience in a business analyst, data analyst, or reporting/analytics role.

Advanced Power BI development: data modeling, DAX, Power Query, REST API integration, and dashboard design.

Demonstrated ability to own analytics infrastructure end-to-end: from data source to executive dashboard.

Strong data investigation skills: comfortable tracing anomalies through multiple systems to root cause.

Experience with contact center or operational analytics environments strongly preferred.

Working knowledge of forecasting and capacity planning concepts (volume trending, Erlang modeling, staffing scenarios).

High accountability orientation owns outcomes, not just tasks; follows through without being chased.

Strong written and verbal communication skills; able to present data findings to Director and SVP-level audiences.

Ability to manage multiple priorities independently in a fast-paced environment.

High attention to detail and commitment to data accuracy and reliability.

Bachelor's degree in Information Systems, Business Analytics, Computer Science, or related field.