Summary
DescriptionSummary of This Role
The WFM Data Analyst is responsible for the design, development, and maintenance of all operational reporting, dashboards, and analytical insights for both the Contact Center and Back Office departments. This role leverages WFM and operational data to monitor performance, identify trends, forecast workloads, and provide actionable recommendations to optimize staffing, efficiency, and service delivery across all channels and functions.
What Part Will You Play
- Design and Develop: Create, maintain, and automate daily, weekly, and monthly performance reports and dashboards that track key operational metrics (KPIs) for both Contact Center (e.g. Service Level, AHT, Occupancy, ASA) and Back Office (e.g. Task Completion Rate, Backlog, Quality Scores, Efficiency).
- Data Integrity: Ensure the accuracy and integrity of WFM data and reports by reconciling data from various sources, including WFM systems, ACD/Phone Systems, CRM, and task management platforms.
- Advanced Analysis: Perform root cause analysis on performance deviations, identifying underlying causes for poor service levels, low productivity, or high task backlogs.
- Ad-Hoc Reporting: Fulfill ad-hoc data requests from Operations and Leadership, translating business questions into effective data queries and reports.
- Visualization: Utilize data visualization tools (e.g. Power BI, Tableau) to present complex data clearly and concisely to diverse audiences, including executive leadership.
- Forecasting Support: Assist the WFM Planning team by providing historical data and trend analysis to improve the accuracy of short-term and long-term forecasts for both Contact Center volume/AHT and Back Office workload/MTC.
- Shrinkage Analysis: Track, analyze, and report on all forms of shrinkage (e.g. absenteeism, training, meetings, off-phone/off-task time) to ensure accurate capacity planning.
- Capacity Insights: Report on the variance between planned and actual staffing, identifying gaps in resource allocation for both real-time and future capacity planning.
- Process Improvement: Proactively identify opportunities for efficiency and process improvement by analyzing operational data and workflow patterns in both the front and back office.
What Are We Looking For in This Role
- 2+ years of experience as a Data Analyst, Reporting Analyst, or WFM Analyst, with a focus on contact center and/or back office operations.
- Experience with at least one WFM software (e.g. Genesys, Verint, AWS, Talkdesk, Nice Incontact).
- Strong proficiency in SQL for querying and manipulating large datasets.
- Expert-level proficiency in MS Excel (pivot tables, complex formulas, VBA is a plus) and experience with data visualization tools (e.g. Tableau, Power BI).
- Proven ability to analyze complex datasets, draw conclusions, and present actionable recommendations to all levels of management.
- Excellent verbal and written communication skills, with the ability to present complex data in an understandable and actionable manner to non-technical audiences.
- High attention to detail and commitment to data accuracy.
- Strong organizational and time management skills.
- Open to work in the morning, mid and graveyard shifting schedules.
Preferred Qualifications:
- Prior experience in a multi-channel/multi-site environment.
- Familiarity with back office metrics, task management systems, and service ticketing data.
- Experience with statistical modeling or forecasting methodologies.
What Are Our Desired Skills and Capabilities
- Skills / Knowledge - Has substantial understanding of the job and applies knowledge and skills to complete a wide range of tasks.
- Job Complexity - Works on assignments that are routine to moderately difficult, requiring some decision in resolving issues or in making recommendations.
- Supervision - Normally receives little instruction on daily work, general instructions on newly introduced assignments.
- Technical - Excel, Access, Workforce Management System , Avaya/Genesys Call Management System, Hyperion Budgeting Software
