Data Analyst – Contact Center (WFM Specialist)
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About the Role
We are seeking a detail-oriented and analytical Data Analyst with experience in a contact centre environment and strong Workforce Management (WFM) capabilities.
Key Skills for This Role
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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.
Data Analysis & Reporting
- 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.
Workforce Management (Wfm)
- 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.
Process Improvement
- 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.
Data Management
- Extract, clean, and manipulate data using **SQL** and **Excel**.
- Ensure data accuracy, integrity, and consistency across reports.
- Automate reporting processes where possible.
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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