The BI & Workforce Systems Developer is responsible for architecting and maintaining the data infrastructure that powers our Workforce Management (WFM) ecosystem. This role bridges the gap between raw data and operational strategy by using SQL, Python, and Power BI to automate staffing models, track real-time adherence, and deliver predictive analytics. You will be the technical lead in ensuring that labor data is accurate, scalable, and translated into actionable insights that optimize global headcount and service levels.
Key Responsibilities:
- WFM Data Architecture: Design, develop, and maintain ETL processes and database objects that integrate data from WFM platforms (e.g., Nice IEX, Verint) with enterprise data warehouses.
- Automated Forecasting & Scheduling Tools: Build and manage scalable data solutions that automate volume forecasting, capacity planning, and scheduling efficiency metrics.
- Advanced Visualization: Collaborate with WFM and Operations leadership to design Power BI dashboards that monitor real-time adherence, shrinkage, occupancy, and attrition.
- Operational Optimization: Translate complex workforce business needs into technical specifications for automated reporting, reducing manual data manipulation for WFM analysts.
- Process Improvement: Lead data-driven PSP/DMAIC sessions to identify staffing gaps, cost-saving opportunities, and schedule optimization trends.
- Systems Integration: Maintain and optimize API connections and automated workflows (Power Automate) between WFM tools and payroll or HRIS systems.
- Strategic Liaison: Act as the primary technical point of contact for the WFM team, ensuring data integrity across all workforce-related reporting and ticketing systems.
Job Requirements:
- Education: Bachelor's degree in Computer Science, Data Science, Statistics, or a related technical field.
- 2+ years of experience in WFM role and as a BI Developer
- SQL Mastery: including complex query optimization, indexing, and stored procedures.
- WFM Domain Expertise: Proven experience in database analysis and BI development specifically within a Call Center or WFM environment.
- Technical Stack: * Strong hands-on experience with Power BI and data modeling (Star/Snowflake schemas).
- Practical experience with Python for data manipulation, automation, and predictive modeling.
- Experience with WFM Software data structures (Nice IEX, Verint, Aspect, or similar).
- Automation: Working knowledge of PowerApps and Power Automate (Flow) to streamline operational workflows.
- Analytical Mindset: Solid understanding of WFM metrics (AHT, SL, Occupancy, Shrinkage) and how they impact bottom-line financial performance.
- Cloud Proficiency: Familiarity with cloud platforms (Azure/AWS) and their role in modern data warehousing.
