Data Analyst – Contact Center (WFM Specialist)
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Key skills for this role
About the Role
TP is seeking a detail-oriented Data Analyst with contact center experience and strong Workforce Management (WFM) capabilities. The role involves analyzing operational data, optimizing workforce planning, and delivering actionable insights to improve performance and customer experience.
Key Skills for This Role
Responsibilities
- Analyze large datasets to identify trends, patterns, and insights related to contact centre performance
- Develop and maintain dashboards and reports using tools such as Power BI or Tableau
- Provide daily, weekly, and monthly performance reports (KPIs, SLAs, service levels, etc.)
- Perform forecasting of call volumes, workload, and staffing requirements
- Develop and manage scheduling plans to ensure optimal resource utilization
- Conduct real time monitoring (RTA) of contact center operations and recommend adjustments
- Analyze shrinkage, occupancy, and adherence metrics to improve efficiency
- Identify operational inefficiencies and recommend process improvements
- Extract, clean, and manipulate data using SQL and Excel
- Automate reporting processes where possible
Requirements
- Bachelor’s degree in Data Analytics, Statistics, Mathematics, Business, or related field
- Minimum 2 years of experience in data analysis within a contact center environment
- Strong Workforce Management (WFM) experience (forecasting, scheduling, real time monitoring)
- Advanced proficiency in Microsoft Excel (Pivot Tables, VLOOKUP, Macros preferred)
- Strong knowledge of SQL for data extraction and manipulation
- Experience with reporting and visualization tools such as Power BI or Tableau
- Solid understanding of contact center metrics (AHT, SLA, Service Level, Occupancy, etc.)
- Strong analytical, problem solving, and communication skills
Full Job Posting
Job Summary
- We are seeking a detail oriented and analytical Data Analyst with experience in a contact centre environment and strong Workforce Management (WFM) capabilities.
- The ideal candidate will be responsible for analysing operational data, optimizing workforce planning, and delivering actionable insights to improve performance, efficiency, and customer experience.
Key Responsibilities
- Analyze large datasets to identify trends, patterns, and insights related to contact centre performance.
- Develop and maintain dashboards and reports using tools such as Power BI or Tableau.
- Provide daily, weekly, and monthly performance reports (KPIs, SLAs, service levels, etc.).
- Support data driven decision making through accurate and timely analysis.
- Perform forecasting of call volumes, workload, and staffing requirements.
- Develop and manage scheduling plans to ensure optimal resource utilization.
- Conduct real time monitoring (RTA) of contact center operations and recommend adjustments.
- Analyze shrinkage, occupancy, and adherence metrics to improve efficiency.
- Identify operational inefficiencies and recommend process improvements.
- Collaborate with operations and team leaders to enhance productivity and service delivery.
- Support continuous improvement initiatives through data insights.
- Extract, clean, and manipulate data using SQL and Excel.
Required Skills & Qualifications
- Bachelor’s degree in Data Analytics, Statistics, Mathematics, Business, or related field.
- Minimum 2 years of experience in data analysis within a contact center environment.
- Strong Workforce Management (WFM) experience (forecasting, scheduling, real time monitoring).
- Advanced proficiency in Microsoft Excel (Pivot Tables, VLOOKUP, Macros preferred).
- Strong knowledge of SQL for data extraction and manipulation.
- Experience with reporting and visualization tools such as Power BI or Tableau.
- Solid understanding of contact center metrics (AHT, SLA, Service Level, Occupancy, etc.).
- Strong analytical, problem solving, and communication skills.
Preferred Qualifications
- Experience with WFM tools (e.g., NICE, Verint, Aspect, Genesys).
- Knowledge of automation tools or scripting (Python is a plus).
- Experience working in a high volume customer service environment.
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