Analyst, Workforce Planning - Remote

Overview

The Analyst, Workforce Planning will provide critical support in analyzing, developing, and maintaining reporting and performance dashboards across the contact center. This role will focus on building accurate, scalable reports, conducting trend analysis, and providing actionable insights to drive operational improvements.

In Short

• Generate and maintain performance reports and dashboards to track key metrics.
• Analyze performance trends and provide actionable insights.
• Build/maintain custom and ad-hoc reports.
• Collect and integrate data from systems like Five9, RingCentral, Tableau, and Snowflake.
• Perform data validation for accuracy and consistency.
• Partner with stakeholders to understand reporting requirements.
• Support pilot reporting for new initiatives.
• Document reporting processes and standards.
• Provide end-user support for reporting tools.
• Identify opportunities to automate manual reporting processes.

Requirements

• Bachelor’s Degree or equivalent experience.
• 2-4 years workforce planning experience in a call center environment.
• Experience with call center or operational data.
• Strong experience with data in Excel and BI tools.
• Familiarity with data warehouse platforms.
• Ability to build accurate reports and dashboards.
• Strong written and verbal communication skills.
• Strong analytical and problem-solving skills.
• Ability to manage multiple reporting tasks.

Benefits

• Prolonged periods of sitting at a desk and working on a computer.