Senior Analyst, Workforce Analytics
Core
Senior Analyst providing advanced analytics and forecasting to optimize staffing strategies and operational efficiency for a global dermatology company's Contact Center Workforce Management function.
Role type
Senior IC workforce analytics analyst (contact center)
Builds
Data-driven staffing models, workforce forecasts, and operational dashboards for a global dermatology company
Domain
Healthcare (Dermatology) + Workforce Management
Deliverable
production ML models | dashboards & analysis
Required skills
SQL, Power BI, Excel, Workday, workforce forecasting, predictive modeling, root cause analysis, KPI definition, scenario modeling
Preferred skills
Experience with AWS Connect, NICE, Alvaria, cross-functional collaboration, data visualization automation
Technologies
SQL, Power BI, Excel, Workday, AWS Connect, NICE, Alvaria
Responsibilities
Collect and analyze workforce/contact center data to identify trends and risks; Develop staffing and capacity models aligned with business objectives; Create executive-ready reports and dashboards; Partner with stakeholders to enhance predictive models for workforce planning; Monitor KPIs related to service levels and productivity; Recommend process improvements to optimize operational effectiveness
Seniority
Senior, hands-on IC
