BUSINESS ANALYTICS SPECIALIST JOB DESCRIPTION

Numbers alone do not drive decisions. The Business Analytics Specialist translates raw operational data into structured intelligence that supply chain and workforce planning leaders can act on, a discipline that requires fluency in both quantitative methods and stakeholder communication. In organizations managing multi-region resource forecasting, shrinkage variance, and CSCP transformation cycles, this role owns the full chain from data quality assessment to executive-ready deliverables. It demands equal comfort with granular database queries and boardroom-level synthesis.

As the Business Analytics Specialist, you own end-to-end reporting and analytical workflows that surface operational performance gaps and equip executive leadership with decision-ready intelligence across workforce and supply chain functions. You work within a cross-functional environment spanning operations, finance, and people functions, with accountability for both the technical integrity of data outputs and the clarity of their communication to senior stakeholders.

Career Impact: Gaining direct exposure to executive-level supply chain and workforce planning governance builds the portfolio depth that distinguishes a Senior Analyst or Analytics Manager candidacy in enterprise operations markets.

Business Impact: Operations teams managing multi-region staffing coverage and CSCP forecasting cycles depend on the accuracy of your models to avoid costly scheduling gaps and planning overruns.

Growth Opportunity: The cross-functional scope of this role, spanning workforce management, process improvement, and BI tool deployment, accelerates progression into analytics leadership or specialized planning strategy roles.

• Analyze operational data across workforce and supply chain workstreams to identify performance gaps, trend variances, and data quality issues.
• Design and develop reporting dashboards that give operations managers and executives visibility into productivity, occupancy, and resource utilization metrics.
• Gather requirements from business stakeholders, translate them into technical specifications, and deliver complete analytical reports independently.
• Monitor staff scheduling adherence and forecast variance, providing recommendations to improve resource planning accuracy across regions.
• Validate analytical solutions against defined business requirements and document findings to support adoption and remove implementation barriers.
• Collaborate with supply chain, finance, and people operations teams to align reporting outputs with operational planning objectives.
• Prepare and present performance data, insights, and improvement recommendations to managers, directors, and executive leadership at appropriate levels of detail.
• Conduct routine data integrity audits and develop conventions to ensure consistent, accurate entry into core operational systems.

• Bachelor's degree in Computer Science, Information Technology, Business Analytics, or a related field, or equivalent work experience.
• 2 or more years of experience in data analysis or business reporting within an operations or workforce management environment, with demonstrated end-to-end delivery.
• Proficiency in SQL querying and relational database structures to extract and manipulate large operational datasets.
• Ability to produce executive-facing deliverables, including summary presentations and detailed written reports, that translate complex findings for non-technical audiences.
• Experience designing and maintaining dashboards and analytical reports across multiple data sources with attention to data integrity.
• Strong organizational skills with the ability to manage concurrent projects, meet deadlines, and maintain accurate documentation.
• Demonstrated analytical thinking and problem-solving capability with a focus on process improvement and corrective action planning.
• Effective written and verbal communication skills for engaging cross-functional stakeholders across operations, finance, and HR functions.

• Experience in workforce management planning, including forecasting shrinkage, occupancy, and scheduling variance in a multi-region contact center or operations environment.
• Familiarity with supply chain operations concepts, including demand planning, asset utilization tracking, or CSCP transformation frameworks.
• Exposure to VBA automation or scripting to enhance and streamline recurring reporting workflows.
• Knowledge of data storytelling principles, including chart selection, heat maps, and process flow diagrams for leadership audiences.

• Forecast variance rate, measuring how closely resource projections align with actual staffing outcomes across regions.
• Data quality audit score, tracking the percentage of records passing integrity checks in core operational systems.
• Report delivery timeliness, measured as the proportion of analytical outputs delivered by agreed deadlines.
• Dashboard adoption rate, reflecting the share of target stakeholders actively using deployed reporting tools within 60 days.
• Stakeholder requirement fulfillment rate, measured by the proportion of incoming data requests resolved without rework.
• Typical tools: Data visualization platforms (commonly Power BI or Tableau); spreadsheet and scripting environments (commonly Excel with VBA or SQL-based query tools).

• Base Salary Range: $65,000 to $90,000 annually, depending on experience and location
• Bonus: Annual performance bonus, typically 5 to 10 percent of base salary
• Equity: Not standard at this level; may be offered at larger public companies
• Health Benefits: Medical, dental, and vision coverage; employer contribution varies by company size
• PTO: 15 to 20 days annually, plus standard federal holidays
• Common Perks: Remote or hybrid flexibility, professional development stipend, analytics training resources

Figures are estimates based on general US market benchmarks and may be outdated. Adjust based on location, company size, and seniority level.

Background check completion, including verification of employment history and, where applicable, criminal record review, is a condition of hire. All qualified applicants are considered without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other characteristic protected under applicable federal, state, or local law. Reasonable accommodations are available to individuals with disabilities throughout the application and employment process upon request. Candidates must be authorized to work in the United States.

The Business Analytics Specialist owns CSCP operations planning processes, creating data quality dashboards and synthesizing technical details into executive-ready PowerPoint visuals for Supply Chain leadership. Working across a matrixed organization, this role bridges technical system design stakeholders and business operations experts to validate solutions, remove adoption blockers, and ensure transformation initiatives deliver their intended benefits.

Key Responsibilities

• Analyze data attributes of assigned workstream for overall quality and accuracy.
• Interpret data and analyze how assets are performing across CSCP in terms of usage, trends, gaps, and internal customer feedback.
• Analyze business processes, anticipate requirements, and identify opportunities for improvement.
• Review, organize, validate, and verify requirements and information, and identify solution options.
• Validate solutions to meet business needs, remove blockers to adoption, and ensure outlined benefits are realized.
• Translate between technical system design stakeholders and supply chain business operations subject matter experts.
• Create data analysis and quality dashboards for use by CSCP.
• Synthesize technical details into clear PowerPoint visuals for executive summaries and detailed documents to communicate at all levels.
• Lay out clear options for decision-making, representing various stakeholder views with a bias for action, navigating a matrixed organization to commit to deliverables and accountabilities.

Required Qualifications

• Bachelor's degree in STEM, Business Analytics, Computer Science, Finance, Operations, or a related field, or equivalent experience.
• 6 or more years of experience in program management, data analytics, financial analysis, sales, or supply chain operations.
• Knowledge of CSCP operations planning using qualitative and quantitative methods.
• Strong analytical thinking, business acumen, and business process improvement skills.
• Proficiency in data analysis, quality assessment, and dashboard creation.
• Ability to navigate highly matrixed organizations and manage cross-functional stakeholder communication.

Embedded within operations, the Business Analytics Specialist delivers end-to-end analysis and reporting covering occupancy, shrinkage, transactional costing, and SLA performance to support staffing and resource planning across the region. Working closely with staff, management, People Operations, Procurement, and Accounting, this role produces operational forecasts and staff schedules that sustain daily coverage and drive efficiency improvement.

Core Functions

• Independently work on analysis and reporting end-to-end, gathering requirements, translating into technical requirements, and implementing the complete analysis and report.
• Analyze the impact of volume, AHT, and shrinkage by Line of Business and make recommendations on staffing requirements.
• Maintain operational forecast variance for resource planning and analysis across the region.
• Conduct analysis on team productivity and create performance reports covering occupancy, shrinkage, transactional costing, and SLA for managers and team leads.
• Prepare and present team performance data, challenges, and opportunities.
• Monitor staff attendance and schedule adherence, and make recommendations for efficiency improvement.
• Prepare staff schedules and manage scheduling changes to ensure adequate daily resource coverage.
• Communicate and collaborate with staff, management, People Operations, Procurement, and Accounting.

Qualifications & Experience

• 2 or more years of experience in Workforce Management and in data analytics within an operations service environment.
• Strong analytical skills with emphasis on forecasting and data interpretation.
• Knowledge of workforce management software and workforce planning principles.
• High proficiency in Microsoft Excel or Google Sheets for analytical interpretation of data.
• Proficiency in analytical tools such as Tableau, Zendesk Explore, and SQL querying on data platforms.
• Ability to work independently, multitask, meet deadlines, organize information, and accurately follow processes with strong attention to detail.

Reporting to the analytics team lead, the Business Analytics Specialist gathers user requirements and designs functional specifications for analytical reports, dashboards, and analyses built from multiple data sources. Partnering with project teams and business users, this role develops and tests queries against various databases and delivers training on reporting systems to ensure consistent, accurate data entry and reporting outcomes.

Primary Duties

• Gather user requirements and design functional specifications for analytical reports, dashboards, and analysis.
• Develop reports and dashboards from multiple data sources to identify and resolve data issues.
• Assist users with data extrapolation from multiple sources and generate summary data.
• Develop, code, and test queries and reports against various databases based on user-specified criteria.
• Apply business knowledge and understanding of database structure to filter and guide business user requests.
• Develop guides and conventions to ensure data is entered into key systems and databases consistently for accurate reporting.
• Deliver and support training to project teams and users on reporting systems and pre-defined report functionality.

Skills & Qualifications

• Bachelor's degree or equivalent formal academic or vocational qualification, with 2 or more years of relevant experience.
• Strong understanding of SQL and relational databases.
• Experience with business intelligence visualization tools such as Power BI, Spotfire, or Qlik.
• Familiarity with HTML, JavaScript, and CSS is preferred.
• Proficiency in office productivity applications including Word, PowerPoint, Visio, and Excel.
• Ability to troubleshoot, think critically, manage projects and timelines, multitask, and adapt to changing priorities with strong attention to detail.
• Strong written and verbal communication skills with the ability to work effectively in a multi-disciplinary team.

Sitting at the intersection of sales support and financial analysis, the Business Analytics Specialist collaborates with Sales Directors, Account Executives, and Account Management to compose final deliverables, analyze financial models, and manage prospect and renewal opportunities from start to finish. Operating across CRM systems, pricing models, and broker-facing communications, this role enables the company to consistently deliver accurate, compliant products that retain and grow business within the broker community.

Duties

• Support Sales Directors with managing prospect opportunities and partner with Account Executives on renewal opportunities from start to finish.
• Assess incoming claims files for new sales and client renewals to ensure all required data elements are included and acceptable.
• Analyze financial models for accuracy, including pricing, formatting, disclaimers, and alignment with Sales Director requests.
• Compose final deliverables for prospects, including analysis, financial models, notes, and email communications for the sales team and brokers.
• Amend pricing, rebates, commissions, assumptions, and calculations in financial models as needed.
• Collaborate with Sales and Account Management to manage new sales and client renewals in the CRM system and build ad-hoc reports as requested.
• Proofread and edit sales documents, presentations, and materials, and track external advisor Non-Disclosure Agreements.

Experience & Qualifications

• Bachelor's degree required, with 2 to 5 years of professional work experience.
• Pharmacy Benefit Management experience preferred.
• Experience working in Salesforce or a similar CRM system.
• Advanced Excel knowledge required, with strong overall computer proficiency.
• Ability to work independently, prioritize assignments, think critically, and solve problems effectively.
• Strong interpersonal, communication, collaboration, and organizational skills with keen attention to detail.

A key member of the analytics and reporting function, the Business Analytics Specialist leads team tasks, process improvement initiatives, and complex projects while designing and developing reporting tools deployed across the organization. Collaborating with business leaders and units to gather requirements and conduct routine data reviews, this role ensures the integrity, security, and optimization of reports that inform executive and business-unit decision-making.

Functions

• Provide mentorship on reporting processes and tools to team members and facilitate training materials and sessions.
• Lead team tasks, meetings, process improvement initiatives, and projects.
• Gather, maintain, analyze, and interpret a wide array of data across the organization.
• Create, prepare, and maintain templates, process documents, and presentations for business leaders, executives, and business units.
• Design and develop reporting tools and solutions for deployment across the organization.
• Collaborate with business leaders and units to gather reporting requirements and conduct routine data and report reviews to ensure integrity, security, and optimization.
• Attend and resolve reporting requests and issues, identify process improvement opportunities, and initiate complex projects and ad-hoc requests as required.

Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 4 or more years of experience in data analysis, business reporting, workforce management, or business intelligence.
• Extensive knowledge of data management and business reporting principles, including data storytelling and visualization techniques such as tables, charts, graphs, heat maps, and process flow diagrams.
• Advanced proficiency in MS Excel with VBA skills, MS SQL, MS Access, MS Visio, MS PowerPoint, MS Word, and R Programming.
• Advanced proficiency in data visualization tools such as PowerBI, QlikView, Qlik Sense, or Tableau.
• Solid analytical skills to examine large datasets and derive insights, with the ability to enhance and automate reports and develop new reporting tools.
• Strong attention to detail, accuracy, information security awareness, and problem-solving skills.
• Excellent communication skills across business lines.
• Ability to work remotely and independently, manage multiple tasks and projects, and maintain strong organizational skills under pressure.