Senior Workforce Analytics Analyst

Summary

Collect, process, and analyze contact center operational data to identify trends, patterns, and actionable insightsConduct root cause analysis on workforce performance issues, including service level failures and staffing challengesCollaborate with teams developing predictive models to improve forecasting accuracy and optimize staffing plansCreate and maintain reports and dashboards using SQL, Power BI, Excel, PowerPoint, and other toolsEnsure accuracy and consistency of workforce metrics across reporting processesTranslate analytical findings into recommendations for technical and non-technical stakeholdersCollaborate with WFM leaders to develop data-driven staffing modelsSupport short-term and long-term workforce planning, scheduling, and intraday managementImprove capacity planning, staffing efficiency, and cost managementDefine, track, and analyze KPIs for workforce efficiency, service levels, and operational effectivenessRecommend process improvements to streamline WFM operations and enhance productivityBenchmark performance against industry standardsLeverage NICE, Alvaria, AWS Connect, or similar workforce management platforms for forecasting, scheduling, and reportingUtilize data analytics software and HR platformsSupport integration of new tools, processes, and technologiesRequirements Bachelor's degree in data Analytics, Workforce Management, Business Administration, or a related fieldMinimum of 4 years of experience in workforce analytics, contact center operations, or WFM-related rolesProficiency in SQL, Power BI, Excel, and other data analytics or visualization toolsExperience with workforce management software such as AWS Connect, NICE, Alvaria, or similar platformsFamiliarity with predictive modeling, data mining, and statistical analysisStrong critical thinking, problem-solving, and decision-making abilitiesExcellent verbal and written communication skills, including the ability to explain complex data to diverse audiencesProactive and detail-oriented mindset with the ability to manage multiple priorities in a fast-paced environmentCore Competencies Proficient in data analytics and workforce management, with expertise in SQL, Power BI, and workforce management platforms like AWS Connect and NICE. Capable of translating complex data insights into actionable recommendations for diverse stakeholders.Highest-signal resume keywords SQL ProficiencyPower BI ExpertiseWorkforce Management Software ExperiencePredictive Modeling FamiliarityData Analytics SkillsATS Optimization Keywords Hard Skills Data AnalysisRoot Cause AnalysisKPI TrackingStatistical AnalysisCapacity PlanningForecastingProcess ImprovementData MiningReportingDashboard CreationSoft Skills Critical ThinkingProblem-SolvingDecision-MakingCommunication SkillsDetail-OrientedIndustry Keywords Workforce AnalyticsContact Center OperationsWorkforce ManagementOperational EffectivenessStaffing EfficiencyTools & Technologies Power BISQLExcelNICEAlvariaAWS ConnectData Analytics SoftwareHR Platforms#J-18808-Ljbffr

Job Description

Collect, process, and analyze contact center operational data to identify trends, patterns, and actionable insightsConduct root cause analysis on workforce performance issues, including service level failures and staffing challengesCollaborate with teams developing predictive models to improve forecasting accuracy and optimize staffing plansCreate and maintain reports and dashboards using SQL, Power BI, Excel, PowerPoint, and other toolsEnsure accuracy and consistency of workforce metrics across reporting processesTranslate analytical findings into recommendations for technical and non-technical stakeholdersCollaborate with WFM leaders to develop data-driven staffing modelsSupport short-term and long-term workforce planning, scheduling, and intraday managementImprove capacity planning, staffing efficiency, and cost managementDefine, track, and analyze KPIs for workforce efficiency, service levels, and operational effectivenessRecommend process improvements to streamline WFM operations and enhance productivityBenchmark performance against industry standardsLeverage NICE, Alvaria, AWS Connect, or similar workforce management platforms for forecasting, scheduling, and reportingUtilize data analytics software and HR platformsSupport integration of new tools, processes, and technologiesRequirements Bachelor's degree in data Analytics, Workforce Management, Business Administration, or a related fieldMinimum of 4 years of experience in workforce analytics, contact center operations, or WFM-related rolesProficiency in SQL, Power BI, Excel, and other data analytics or visualization toolsExperience with workforce management software such as AWS Connect, NICE, Alvaria, or similar platformsFamiliarity with predictive modeling, data mining, and statistical analysisStrong critical thinking, problem-solving, and decision-making abilitiesExcellent verbal and written communication skills, including the ability to explain complex data to diverse audiencesProactive and detail-oriented mindset with the ability to manage multiple priorities in a fast-paced environmentCore Competencies Proficient in data analytics and workforce management, with expertise in SQL, Power BI, and workforce management platforms like AWS Connect and NICE. Capable of translating complex data insights into actionable recommendations for diverse stakeholders.Highest-signal resume keywords SQL ProficiencyPower BI ExpertiseWorkforce Management Software ExperiencePredictive Modeling FamiliarityData Analytics SkillsATS Optimization Keywords Hard Skills Data AnalysisRoot Cause AnalysisKPI TrackingStatistical AnalysisCapacity PlanningForecastingProcess ImprovementData MiningReportingDashboard CreationSoft Skills Critical ThinkingProblem-SolvingDecision-MakingCommunication SkillsDetail-OrientedIndustry Keywords Workforce AnalyticsContact Center OperationsWorkforce ManagementOperational EffectivenessStaffing EfficiencyTools & Technologies Power BISQLExcelNICEAlvariaAWS ConnectData Analytics SoftwareHR Platforms#J-18808-Ljbffr