Senior Data & Insights Analyst

The Role

The Data-Driven Workforce Management - Capacity Planning and Sr. Global Operations Analyst supports business strategy, the internal/external landscape, talent supply, and workload demand. This is a hands-on forecasting leadership position requiring direct operational experience in building and providing both short and long-term forecasts.

Responsibilities

• Supports business strategy, the internal/external landscape, talent supply, and workload demand.
• Create, maintain, and manage Capacity Planning systems and processes that can adapt to dynamic product changes.
• Accurately forecast work volume, staffing levels, and resourcing needs to enable operations teams to achieve strategic goals and optimize operations outcomes.
• Analyze historical trends and provide business recommendations and inputs to enhance and improve the Capacity Planning and Workforce Management cycle.
• Establish and own end-to-end detailed tracking and control processes for headcount, capacity, and budget management across complex global operations.
• Mitigate capacity risks and provide capacity levers by managing dependencies across multiple operating units and sites.
• Prepare and deliver periodic executive-level updates on status, insights, and trends to help inform and guide critical business decisions.
• Develop and coordinate the compilation and distribution of daily, weekly, monthly, and quarterly reports on Support performance, efficiency, effectiveness, and usage trends to provide accurate, insightful reporting and recommendations.
• Perform trend analysis using data provided from department tools and create reporting for proactive remediation.
• Collaborate with the Directors and Managers of Support daily and weekly to level set on data provided and trend reporting.

Requirements

• Typically requires a bachelor’s Degree in related field and a minimum of 8+ years of demonstrated success in Capacity Planning, Workforce Management, and data analysis in a fast-paced contact center environment or related work setting.
• Experience building executive-level reports in Power BI.
• Experience in capacity planning across multiple channels, long-term forecasting, and workload distribution.
• Demonstrated excellence in creating engaging and clear reporting.
• Ability to empathize with Team Leaders by seeing things from their perspective; servant leader mentality.
• Energetic, positive, "can-do" attitude in all interactions, coupled with a desire to help others achieve their goals.
• Proven track record of navigating through ambiguous situations.
• Proven track record of earning trust and influencing across the organization and leading others cross-functionally to deliver on projects and goals.
• Experience working with decentralized teams on global projects.
• Proven experience with SQL, Salesforce, and MS Excel.
• Fluent written and oral communication in English.

Qualifications

• Experience with complex algorithms and statistical inference.
• Excellent communication and interpersonal skills and an ability to effectively communicate with both business and technical teams.

Skills

• Data Analysis
• Forecasting
• Capacity Planning
• Workforce Management
• Power BI
• SQL
• MS Excel

Benefits

• Health & Wellness Benefits
• Flexible Time Off
• Career Development & Mentoring Programs
• Community Volunteering & Company Philanthropy Programs
• Employee Peer Recognition Programs