Unique Vacations, Inc. is seeking a Business Intelligence (BI) Analyst – Workforce Optimization to leverage data insights and enhance workforce efficiency, optimize scheduling, and drive operational improvements for Sandals Resorts and Beaches Resorts.
Requirements
- 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, with Cisco and Salesforce experience preferred.
- 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.
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.
- Support the 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.
Other
- 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.
- Ability to travel internationally with periodic travel estimated at 20%.
- Excellent problem-solving skills and ability to think analytically.
- Effective communication and presentation skills, with the ability to explain complex concepts to non-technical stakeholders.
