Senior Workforce Analytics Analyst

About the Role

We are seeking a highly skilled and motivated Senior Data Insights Analyst 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.

Responsibilities

• 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.
• 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.
• 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.
• 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.
• 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

• 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.
• A proactive and detail-oriented mindset with the ability to manage multiple priorities in a fast-paced environment.

Pay

$80,000 - $124,000

Schedule

Hybrid - 3 days in office