Workforce Management Data Analyst

Role Overview

The Workforce Management Data Analyst is responsible for developing, maintaining, and enhancing operational reporting across the contact center organization. This role serves as a key business partner to Operations leadership by providing accurate, timely, and actionable insights into performance, productivity, customer experience, and business metrics.

What You Will Do

Design, develop, and maintain operational reports, dashboards, and scorecards for Contact Center leadership. Extract, analyze, and validate data from Salesforce and other business systems to ensure reporting accuracy and consistency.

Why It Might Be a Fit

The successful candidate will partner closely with Operations, Quality Assurance, and Leadership teams to translate data into clear, actionable business recommendations.

Requirements

• Bachelor’s degree in Business, Finance, Statistics, Mathematics, Data Analytics, Information Systems, or a related field
• 2+ years of experience in business analytics, data analysis, reporting, contact center analytics, workforce management analytics, or a related analytical role
• Advanced proficiency in Microsoft Excel, including hands-on experience with Power Pivot and Pivot Tables
• Experience with Salesforce reporting and dashboard development
• Experience with Power BI, Tableau, or similar business intelligence platforms
• Experience working with large datasets and data validation processes
• Basic knowledge of SQL or database querying
• Familiarity with VBA
• Familiarity with AI-powered tools for reporting and data analysis

Benefits

• Medical insurance
• Accident insurance
• Retiral benefits
• 12 company-paid holidays
• 2 flexible holidays
• Privilege/earned leave
• Casual/sick leave
• Paid maternity and paternity Leaves
• Weekly wellness events

Tagged as: Data Analysis