Sr Analyst, Workforce Management Insights
Core
Transform complex workforce and operational data into trusted insights to improve forecasting, capacity planning, staffing decisions, and service outcomes.
Role type
Senior IC data analyst (workforce management)
Builds
Reusable datasets, queries, reporting logic, dashboards, and visualizations for WFM partners and business leaders
Domain
Workforce Management / Contact Center Operations
Deliverable
dashboards & analysis
Required skills
SQL, data extraction, data analysis, data quality validation, data visualization, business intelligence, automation (Python/R), data storytelling, stakeholder collaboration
Preferred skills
Workforce Management domain knowledge, forecasting, capacity planning, scenario analysis, ACD/telephony systems experience
Technologies
SQL, Python, R, Power BI, Tableau, SuccessFlex
Responsibilities
Extract and analyze high-volume operational datasets; build and maintain reusable analytical assets; develop dashboards and recurring reports; translate findings into actionable recommendations; support forecasting and capacity planning via scenario analysis; partner with stakeholders to define business questions and data requirements.
Seniority
Senior, hands-on IC
