Requirements Summary

The ideal candidate will have a Bachelor’s degree in a relevant field and 2+ years of experience in business analytics, data analysis, or a related analytical role

Benefits

Full Job Description

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 The Workforce Management Data Analyst will leverage data from Salesforce, Excel, Power BI, and other business systems to create recurring reports, dashboards, and analytical tools that support informed decision-making. 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 required Experience with Power BI, Tableau, or similar business intelligence platforms preferred Experience working with large datasets and data validation processes Basic knowledge of SQL or database querying is a plus Familiarity with VBA is a plus, though not required Familiarity with AI-powered tools for reporting and data analysis is a plus Strong analytical and problem-solving skills with the ability to interpret large data sets Strong understanding of business and contact center metrics and reporting methodologies Excellent attention to detail and commitment to data accuracy Ability to translate data into actionable business recommendations Ability to confidently present and speak to data and reporting results in meetings Ability to manage multiple priorities and deadlines in a fast-paced environment Comfortable working independently in an async-first team environment Collaborative mindset with strong stakeholder management skills Proven experience working with US based business teams Excellent written and communication skills in English language 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

Skills and Technologies