Job Description:
As a Data & Workforce Analyst, you will play a critical role in analyzing operational data, forecasting workforce needs, and providing strategic recommendations to elevate the performance of our contact centre.
This role combines analytical expertise, strategic thinking, and effective communication to ensure optimal staffing, resource allocation, and superior service delivery.
Key Responsibilities:
Data Analysis & Reporting:
Extract, analyze, and interpret data to uncover trends, patterns, and opportunities for improvement in contact centre operations.
Develop and maintain comprehensive reports and interactive dashboards to deliver actionable insights to key stakeholders.
Workforce Management:
Create precise forecasts for call volumes and staffing needs, leveraging historical data and predictive analytics.
Design and manage flexible scheduling models to optimize workforce utilization while meeting service level agreements (SLAs).
Performance Monitoring:
Continuously monitor real-time and historical data to track critical performance indicators (KPIs) such as average handling time (AHT), occupancy rates, and customer satisfaction scores.
Identify performance gaps and provide evidence-based recommendations for immediate and long-term improvements.
Collaboration & Communication:
Collaborate closely with team leaders, operations managers, and training teams to align workforce strategies with organizational goals.
Present data-driven findings and strategic recommendations to stakeholders in a clear, concise, and impactful manner.
Process Optimization:
Identify inefficiencies in contact centre processes and develop innovative solutions to enhance customer experience.
Utilize automation and advanced tools to improve the accuracy and efficiency of forecasting and reporting processes.
Requirements:
Professional Experience:
Degree in Data Analysis, Business Administration or related field.
Ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail
Ability to communicate call center data/forecasts to all levels of employees in an understandable fashion
Ability to work independently with minimal supervision.
Expertise in workforce management systems and data visualization tools (e.g., Tableau, Power BI) preferably in a contact centre environment is a plus Technical Proficiency:
Intermediate knowledge of call center management and all related calculations
Intermediate knowledge of various forecasting / scheduling software
Strong knowledge of contact centre metrics and operations.
Soft Skills:
Exceptional analytical and problem-solving skills with keen attention to detail.
Excellent communication and presentation skills, capable of conveying complex data insights to diverse audiences.
Proven ability to work both independently and collaboratively in a team-oriented setting.