Collect, process, and analyze contact center operational data to identify trends, patterns, and actionable insights
Conduct root cause analysis on workforce performance issues
Collaborate with teams developing predictive models to enhance forecasting accuracy
Create and maintain detailed reports and dashboards using SQL, Power BI, and other tools
Ensure the accuracy and consistency of workforce metrics across all reporting processes
Collaborate with WFM leaders to develop data-driven staffing models
Identify opportunities to proactively improve capacity planning, staffing efficiency, and cost management

Bachelor’s degree in data Analytics, Workforce Management, Business Administration, or a related field
Minimum of 4 years of experience in workforce analytics, contact center operations, or WFM-related roles
Proficiency in SQL, Power BI, Excel, and other data analytics or visualization tools
Experience with workforce management software such as AWS Connect, NICE, Alvaria, or similar platforms
Familiarity with predictive modeling, data mining, and statistical analysis
Strong critical thinking, problem-solving, and decision-making abilities
Excellent verbal and written communication skills, including the ability to explain complex data to diverse audiences

Senior Workforce Analytics Analyst

Key skills