Position Overview:
We are seeking a highly skilled and motivated Senior Data Insights Analysts to provide world-class analytical support for our Contact Center Workforce Management (WFM) function. In this role, you will leverage data to optimize workforce strategies, improve operational efficiency, and support decision-making across the organization. The ideal candidate will have a deep understanding of contact center operations, data analytics, strong technical skills, and a collaborative mindset, driving transformative results in workforce planning and performance.
Key Responsibilities:
Data Analysis & Insights:
As a Senior analyst, collect, process, and analyze contact center operational data to identify trends, patterns, and actionable insights that drive future proof operational improvements.
Conduct root cause analysis on workforce performance issues, such as service level failures and staffing challenges.
Collaborate with teams developing predictive models to enhance forecasting accuracy and optimize staffing plans.
Reporting & Visualization:
Create and maintain detailed reports and dashboards using SQL, Power BI, Excel, PowerPoint, and other tools to present complex data in a clear and actionable format.
Ensure the accuracy and consistency of workforce metrics across all reporting processes.
Translate actionable analytical findings into recommendations for stakeholders, tailoring communication for both technical and non-technical audiences.
Workforce Planning Support:
Collaborate with WFM leaders to develop data-driven staffing models, ensuring alignment with business goals and operational needs.
Provide analytical insights to support short-term and long-term workforce planning, scheduling, and intraday management.
Identify opportunities to proactively improve capacity planning, staffing efficiency, and cost management.
Performance Metrics & Optimization:
Define, track, and analyze key performance indicators (KPIs) for workforce efficiency, service levels, and operational effectiveness.
Identify and recommend process improvements to streamline WFM operations and enhance productivity.
Benchmark performance against industry standards to inform workforce strategies.
Technology Utilization:
Leverage advanced workforce management tools and data (e.g., NICE, Alvaria, or similar platforms) to enhance forecasting, scheduling, and reporting.
Utilize data analytics software and HR platforms to increase the accuracy and usability of workforce data.
Support the integration of new tools, processes, and technologies to improve operational scalability and data-driven decision-making.
Qualifications:
Education & Experience:
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.
Technical Skills:
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.
Soft Skills:
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.
A proactive and detail-oriented mindset with the ability to manage multiple priorities in a fast-paced environment.
Compensation:
$80,000 - $124,000
Work Schedule:
Hybrid - 3 days in office
