[Hiring] Analyst III, Workforce Business Solutions @Waste Management, Inc. (WM)

Role Description

We are looking for an experienced Workforce Management reporting and analytics professional to help build the next generation of reporting for our Customer Experience organization. If you excel at translating complex data into clear insights and enjoy building Power BI-ready datasets, automated reporting pipelines, and enterprise dashboards, this role is for you.

• Work extensively with tools and platforms, including Power BI, SQL, Excel, NICE IEX, the NICE Data Environment, DRIVE, CC Pulse, Genesys Cloud, Avaya, and Salesforce.
• Build reporting solutions that support service levels, agent productivity, staffing insights, and operational performance.
• Develop the organization’s unified “one stop shop” enterprise dashboard and help modernize data usage across Workforce Management and Operations.

Qualifications

• Required Qualifications:
  • Bachelor's Degree (accredited) or in lieu of a degree, High School Diploma or GED (accredited) and 4 years of relevant work experience.
  • 5 years relevant experience (in addition to education requirement).
• Preferred Qualifications:
  • Process Analysis: Certified in Business Analysis - PMI.
• Knowledge, Skills, and Abilities:
  • Effective communicator with the ability to lead and influence others.
  • Aligning Performance for Success – Focusing and guiding others in accomplishing work objectives.
  • Building Partnerships – Identifying opportunities and taking action to build strategic relationships.
  • Building Trust – Interacting with others in a way that gives them confidence in one’s intentions.
  • Coaching and Developing Others – Providing feedback and development guidance.
  • Decision Making – Identifying issues and using effective approaches for choosing a course of action.
  • Facilitating Change – Encouraging innovative approaches to problems.
  • High-Impact Communication – Clearly conveying information and ideas.
  • Planning and Organizing – Establishing courses of action to ensure work is completed efficiently.
  • Strategic Decision Making – Identifying key issues relevant to achieving long-range goals.
• Preferred Knowledge, Skills, and Abilities:
  • 3 to 5+ years of experience in contact center analytics.
  • Hands-on experience with NICE IEX and the NICE Data Environment.
  • Experience using multiple platforms such as DRIVE, CC Pulse, Genesys Cloud, Avaya, and Salesforce.
  • Strong background in building dashboards and models in Power BI.
  • Advanced SQL for data modeling, ETL, and backend table design.
  • Strong Power BI capabilities (DAX, data modeling, performance optimization).
  • Strong Excel skills for validation, modeling, and investigative analysis.
  • Ability to integrate multi-source data into enterprise reporting environments.
  • Strong analytical thinking and problem-solving.
  • Familiarity with forecasting, scheduling, adherence, shrinkage, occupancy, and ASA performance.
  • Background working with Snowflake or other cloud data platforms.
  • Experience developing semantic models or KPI frameworks.
  • Ability to translate complex technical concepts into actionable business insights.

Requirements

• Build PowerBI data models, automated datasets, and interactive dashboards.
• Design SQL transformations and pipelines that create clean, validated reporting datasets.
• Develop and modernize reporting solutions within the NICE Data Environment.
• Use Excel for advanced data validation, modeling, and investigative analysis.
• Integrate and reconcile data from DRIVE, CC Pulse, Genesys Cloud, Avaya, and Salesforce.
• Analyze key contact center metrics such as service levels, ASA, handle time, adherence, occupancy, and productivity.
• Translate complex data into insights and recommendations for leadership.
• Document KPI logic and support data governance standards.
• Collaborate with WFM and Operations partners to support reporting needs.

Benefits

• Competitive total compensation package including Medical, Dental, Vision, Life Insurance, and Short Term Disability.
• Stock Purchase Plan.
• Company match on 401K.
• Paid Vacation, Holidays, and Personal Days.