Data Analyst

We are seeking a skilled Data Analyst with a minimum of 2 years of experience in data analysis within a contact center environment. The ideal candidate will have proven expertise in workforce management (WFM), including forecasting, scheduling, and real-time monitoring, and will provide actionable insights to improve operational efficiency and customer service performance.

Key Responsibilities:

• Analyze contact center data to identify trends, patterns, and opportunities for process improvement.
• Perform forecasting and scheduling of contact center resources to optimize staffing levels.
• Monitor real-time performance and adjust schedules as necessary to meet service level agreements (SLAs).
• Develop and maintain dashboards, reports, and data visualizations to support management decisions.
• Collaborate with contact center management and operational teams to identify performance gaps.
• Conduct ad-hoc analysis to support operational and strategic initiatives.
• Ensure accuracy, integrity, and consistency of all data.
• Document data processes, assumptions, and methodologies for transparency and repeatability.

Qualifications & Experience:

• Minimum Bachelor’s degree in Data Science, Statistics, Mathematics, Computer Science, Business, or a related field.
• Minimum 2 years of experience as a Data Analyst within a contact center environment.
• Proven workforce management (WFM) skills, including forecasting, scheduling, and real-time monitoring.
• Strong analytical and problem-solving skills with high attention to detail.
• Proficiency in data analysis and reporting tools such as Excel, SQL, Power BI, or Tableau.
• Knowledge of contact center KPIs and performance metrics (e.g., AHT, ASA, FCR, occupancy).
• Ability to communicate insights clearly to both technical and non-technical stakeholders.