• Work with clients and technical resources to identify their business problems and develop the right approach and analytical solution • Plan and design simple to semi-complex business processes and system modifications • Make recommendations to improve and support business activities • Gather business requirements through a variety of techniques such as work sessions and interviews then analyze and document client complex business requirements and processes; communicate these requirements to appropriate parties • Create complex test case scenarios to be used in testing; monitor/oversee the testing of business applications to verify that all client requirements are incorporated into the system design • Develop business requirements documents/user stories to support the required modifications • May plan, allocate and monitor work of other business analysts • Understand simple to complex systems and related data to surface actionable insights, demonstrate sound judgment and decision-making skills • Assist in providing time estimates for project related tasks • Aid in updating process and procedural documentation • Develop basic understanding of technical development cycle of mobile application or web portals • Support QA, UAT and Release phases of the project via defect analysis, change maintenance, etc. • Any other task that may be assigned

• Monitor real-time KPIs and schedule adherence, ensuring operational excellence across multi-site, multi-skill contact center environment • Maintain and produce accurate long-term capacity plans, supporting strategic resource allocation and workforce optimization • Provide periodic reports, both real-time and historical, containing performance data to support operations management decision-making • Oversee the administration, setup, and utilization of WFM software, maximizing system efficiency and functionality • Establish and maintain strong relationships with key operational and support partners, identifying opportunities for continual improvement and cost savings • Effectively communicate insights and strategic recommendations to multiple tiers of Mid to Executive Leaders across the organization

• Act as a Business Analyst on Workday projects • Lead requirements gathering with stakeholders • Document functional requirements and prepare Functional Design Documents • Perform data analysis to support business decisions • Ensure alignment between technical teams and business areas • Support solution validation and adherence to requirements • Act in a consultative manner to identify improvements and risks

• Maintain and enhance Tableau dashboards to ensure data integrity, performance, and usability. • Support, build and improve recurring reporting processes by pulling data, validating results, running quality checks, and summarizing insights. • Respond to ad-hoc analysis requests that help stakeholders answer questions about our workforce. • Run ongoing data quality checks as part of reporting and dashboard upkeep; identify and resolve issues. • Partner w/ People Ops on scheduled data audits (e.g. system reviews, compliance checks), and support follow-up actions and track findings. • Support employee listening programs, including administering and coordinating survey cycles from setup through analysis. • Assist with preparing survey data and initial summaries following survey completions. • Create and maintain documentation, SOPs, and playbooks for People Analytics processes and stakeholder enablement. • Use AI-enabled and analytics tools to support analysis, reporting, documentation, and workflow efficiency. • Identify opportunities to improve accuracy, speed, and usability in People Analytics work, including ideas for automation, efficiency, and better ways to deliver insights.