Business Analyst (WFM)

TP; Kota Yogyakarta; On-site; IDR 24,000,000 - 48,000,000; Full time

Job summary

PBI Architecture is seeking a skilled Power BI professional to design, build, and publish interactive dashboards for operational performance and governance. You will model data, create calculated measures in DAX, and automate data ingestion from ACDs, WFM tools, and CRMs.

You will also develop Google Sheets-based trackers and Apps Script automation for alerts and data sync, supporting supervisors and managers.

Qualifications

• Design, build, and publish automated interactive Power BI dashboards for operational performance and client governance.
• Model data: star/snowflake schemas, relationships, and calculated measures using DAX.
• Automate data flows and spreadsheets using Google Apps Script and advanced Google Sheets functions.

Responsibilities

• Create dashboards for operational performance, agent scorecards, and client governance.
• Ingest and transform data from multiple sources (ACDs, WFM, CRM) with scheduled refresh and data security.
• Develop secure live trackers and governance reports for supervisors and operations managers.

Skills

Dashboard design

Data analysis

Automation mindset

Tools

Power BI

DAX

Power Query

Google Apps Script

Google Sheets

Job description

• PBI Architecture: Design, build, and publish automated interactive Power BI

dashboards for operational performance, agent scorecards, and client governance.

• Data Modeling &; DAX: Build star/snowflake schemas, configure one-to-many/many-to-many relationships, and write calculated measures using SWITCH).

• Data Ingestion &; Transformation: Use Power Query (M Language) to clean, unpivot, append, and transform fragmented data feeds coming from ACDs (e.g., Genesys, Avaya, Amazon Connect), WFM tools (e.g., NICE), and CRM platforms configure scheduled data refreshes, manage row-level security (RLS), and ensure report performance optimization.

Spreadsheet Engineering & Tactical Automation (Google Sheets)

• Dynamic Spreadsheets: Build robust operational reporting sheets using advanced Google Sheets capabilities (QUERY, FILTER, IMPORTRANGE, ARRAYFORMULA, XLOOKUP, LET, and dynamic arrays).

• Process Automation via Apps Script: Write and maintain Google Apps Script automated email alerts, and sync data between sheets.

• Collaborative Trackers: Design secure, user-friendly live tracking sheets for floor supervisors, RTAs, and operations managers with controlled data validation and conditional formatting.

Operational Analysis & Governance Support

• Performance Anomaly Detection: Track key contact center metrics (SLAs, ASA, Abandonment, AHT, Occupancy, Adherence, Shrinkage, Concurrency) to flag root causes behind operational spikes or dips.

• Business Review Collateral: Partner with WFM and Operations leadership to automate data packs for Weekly Business Reviews (WBR), Monthly Business Reviews (MBR), and client scorecards. slicing (e.g., correlation between AHT and tenure, shrinkage trends across specific shift patterns, or SLA loss impact during technical outages).