Jr. Workforce Analyst
Core
Develop and maintain agent-level dashboards, real-time call queue monitoring, and KPI reporting to support inbound and outbound call center operations.
Role type
Junior Workforce Analyst (Call Center Operations)
Builds
Agent dashboards, real-time call queue monitoring, management reports, volume forecasts, and capacity plans.
Domain
Financial Technology (Fintech) / Contact Center Operations
Deliverable
dashboards & analysis
Required skills
Workforce Management (WFM) analytics, forecasting, workforce planning, Excel, Google Sheets, process improvement, data analysis
Preferred skills
SQL, Sigma reporting, APIs, Verint scheduling, phone system reporting tools (NICE, IEX, Cisco, Five9)
Technologies
Verint, NICE, IEX, Cisco, Five9, Excel, Google Sheets (via careerplan.io/jobs/37-001-6C-274-jr-workforce-analyst-at-sunbit)
Responsibilities
Produce and analyze management reports for inbound and outbound operations; act as main point of contact for volume forecasting; collaborate on capacity planning and resource strategy; lead process improvements to enhance efficiency; identify opportunities to improve contact center metrics.
Seniority
Junior, hands-on IC
