Senior Business Analyst

About the role

As a Senior Business Analyst, you will: 1. AI Savings & Financial Accountability Lead AI initiative headcount savings and finance analytics through Business Intelligence dashboards to ensure accountability across multiple groups. Prepare monthly and quarterly presentations on AI initiatives and impact, with key insights for WFM, Finance, AI, Operations, and other stakeholders. Maintain high accuracy across headcount savings, attrition, deflection, and AHT impact calculations through validation and cross-checking. Ensure clarity in headcount savings calculations that align and calibrate with both Workforce Resource Planning, Finance and Operations views. Achievement of Headcount and AI savings targets aligned with budget. 2. Strategic Planning Analytics Lead the cross-functional analytics related to comprehensive Enterprise resource planning, consolidating capacity plans (headcount, over/under) and incorporating volume, AHT, shrinkage, attrition, and per-geography assumptions as they related to Headcount and AI Savings and similar related goals. Provide accurate and timely recurring analysis of contact deflection, AHT changes, attrition with no backfill data, and operational impacts used by planning for capacity and resource decisions. Conduct in-depth scenario planning and financial modeling to assess potential impacts of operational changes and support long-term strategic planning. Collaborate with operational and internal teams on the consolidation of capacity plans, ensuring detailed assumptions with sub-geographical data are included. 3. Financial Analytics & Forecasting Lead complex financial analytics, progressing to dynamic headcount and financial dashboards and predictive planning and staffing performance across CS&S. Develop, refine, and implement sophisticated forecasting methodologies for financial and resource models in collaboration with Finance and AI teams. 4. Executive Reporting & Storytelling Standardize metrics, definitions, and reporting to enable consistent executive storytelling and alignment for key operational and financial decisions. Deliver accurate and timely monthly and quarterly presentations on headcount, finance, and AI savings. Own a recurring monthly Executive Pack and a quarterly Value Realization Summary outlining key insights, risks, and updates for leaders. 5. Process Documentation & Workforce Management Optimization Document and optimize workforce management processes, moving from basic process documentation to detailed Standard Operating Procedures (SOPs) and conducting gap analysis with actionable recommendations. Refresh and document the annual baseline benefits cycle in alignment with Workforce Management, Operations and Finance. Publish aligned metric definitions to support consistency across reporting and planning. Accuracy and timeliness of headcount, finance, and AI savings reporting. AI Saves Forecast accuracy improvement versus baseline. 6. Other Responsibilities may include Reduction in manual effort hours through automation. Quality and consistency of executive reporting and stakeholder advisories. Design, build, and maintain budget tracking systems (e.g., contractor costing) to monitor financial performance against targets. Lead and manage people during times when the business requires. Provide expert analysis and data-driven recommendations for resource optimization, including AI impact analysis, seat optimization, and tools and process utilization. Deliver a consolidated semantic data model (capacity, attrition, cost, benefits) to support unified financial and operational analytics. About You You are fit to be Senior Business Analyst if you have: You are a strategic, detail-oriented analyst with experience in data analysis, data modeling, workforce planning, finance, predictive analytics, and/or business intelligence within a contact center or large customer service operation. You are motivated by cost reduction, process effectiveness, business efficiency, and accountability - and you thrive at the intersection of data and storytelling, translating complex operational and financial metrics into clear, actionable insights for executive audi

Responsibilities

• Lead the measurement, monitoring, reporting and analysis of Headcount and AI initiative savings and financial performance across the customer service organization.
• Translate complex operational and financial data into executive-ready insights, recommendations, and narratives.
• Drive accuracy and accountability across savings, attrition, contact deflection, and headcount calculations.

Additional Information

Senior Business Analyst - Operations Enablement

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Company Intel

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