Business Intelligence (BI) Analyst - Workforce jobs in United States
cer-icon
Apply on Employer Site
company-logo

Unique Vacations, Inc. · 8 hours ago

Business Intelligence (BI) Analyst - Workforce

positionMiami, FL
timeFull-time
remoteOnsite
senioritySenior Level
date5+ years exp

Unique Vacations, Inc. is an affiliate of the worldwide representative for Sandals Resorts and Beaches Resorts, seeking a Business Intelligence (BI) Analyst – Workforce Optimization to enhance workforce efficiency and operational improvements. The role involves leveraging data insights, building dashboards, and collaborating with cross-functional teams to optimize scheduling and staffing strategies.

Marketing & Advertising
check
H1B Sponsor Likelynote

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
Collaborate with cross-functional teams to identify process inefficiencies and propose data-backed solutions
Provide insights and recommendations on staffing strategies, capacity planning, and workload balancing
Assist in the automation of workforce reports and analytics processes to increase efficiency
Work closely with the Director of Workforce Management to drive strategic initiatives and process improvements
Work with WFM tools such as Cisco Webex Contact Center, Calabrio and NICE to improve workforce strategies
Ensure data accuracy and integrity across workforce management systems
Partner with IT and operations teams to enhance reporting automation and tool integration
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
Apply data mining and visualization techniques to transform raw data into meaningful insights and reports

Qualification

SQLPower BIWorkforce analyticsAPI integrationExcel proficiencyAnalytical thinkingProblem-solvingCommunication skillsTeamworkAttention to detail

Required

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
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
Ability to work effectively in a team environment and manage multiple projects simultaneously
Strong attention to detail and commitment to delivering high-quality work
Ability to travel internationally with periodic travel estimated at 20%
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

Preferred

Contact/call center experience, with Cisco and Salesforce experience preferred

Benefits

Health
Dental
Vision
Employer paid life insurance, STD, and LTD
Sick days
Vacation days
9 Holidays
Tuition assistance
Parental leave
401K plan with a company match

Company

Unique Vacations, Inc.

twitter
company-logo
Unique Vacations Inc. is an affiliate of the worldwide representative of Sandals and Beaches Resorts.
dateFounded in 1981
location
Miami, Florida, US
people-size201-500 employees

H1B Sponsorship

Unique Vacations, Inc. has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (1)

Funding

Current Stage
Growth Stage

Leadership Team

leader-logo
Andrew Blanco
Chief Operating Officer
linkedin
leader-logo
Liz Kaiser
Vice President, Brand Development & Strategic Partnerships
linkedin
Company data provided by crunchbase