Data Analyst
Full-time
EmpireOne
Job Summary
The Workforce Management (WFM) Reporting / Data Analyst is responsible for delivering accurate, timely, and actionable performance insights to operational leaders, clients, and the WFM organization. This role owns the end-to-end reporting process, including data extraction, validation, analysis, visualization, and dashboard development.
The analyst transforms complex operational data into clear metrics, trends, and recommendations that support service delivery, staffing decisions, and strategic planning. This role also designs and maintains automated dashboards to provide real-time visibility into performance.
Core Responsibilities
Performance Reporting
- Produce daily, weekly, monthly, and ad-hoc reports for Operations, Clients, and Leadership team
- Track key contact center metrics such as:
o Service Level (SL), Abandon rate
o Average Handle Time (AHT)
o Login%, Productivity, Utilization, Occupancy
o Forecast Accuracy
o Schedule Adherence
o Shrinkage
o Attrition rate
- Ensure reports are accurate, consistent, and delivered within defined timelines
- Provide clear commentary explaining performance drivers, risks, and opportunities
Dashboard Development & Data Visualization
- Design, build, and maintain dashboards (ie, Power BI)
- Create real-time and near-real-time views of operational performance such an intraday report
- Optimize dashboards for usability by operational leaders and clients
- Standardize metrics definitions and visualization formats
- Maintain a single source of truth for performance data
Data Analysis & Insights
- Analyze trends, patterns, and anomalies in operational data
- Identify root causes of performance gaps
- Provide actionable recommendations to improve service delivery and efficiency
- Support scenario analysis and decision-making for WFM and Operations
- Translate data into business insights for non-technical stakeholders
Data Management & Quality Assurance
- Extract and consolidate data from multiple sources (WFM systems, ACD, CRM, HR systems, etc.)
- Validate data accuracy and reconcile discrepancies
- Maintain data dictionaries, reporting logic, and documentation
- Ensure confidentiality and integrity of sensitive operational data
Stakeholder & Client Support
- Serve as reporting subject matter expert for Operations and clients
- Customize reports based on stakeholder requirements
- Present findings in meetings and business reviews
- Support client reporting deliverables and contractual obligations
Automation & Continuous Improvement
- Automate manual reporting processes to improve efficiency
- Improve reporting tools, templates, and methodologies
- Recommend enhancements to data collection and measurement practices
- Support WFM transformation initiatives
Qualifications
- At least Senior Highschool graduate (IT-related Bachelor’s degree or equivalent experience preferred)
- At least 6 months Contact Center experience and knowledge on WFM foundation and WFM platforms
- At least 6 months experience in reporting, analytics, or operations support
- Strong Excel skills (pivot tables, formulas, charts)
- Basic knowledge of BI tools, preferred but not required
- High attention to detail
- Strong statistical and analytical skills
Key Competencies
- Analytical thinking
- Attention to detail and accuracy
- Business acumen
- Stakeholder management
- Process improvement mindset
- Confidentiality and integrity
Vacancy posted a month ago
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