Lead Workforce Analyst

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At Exact Sciences, we’re helping change how the world prevents, detects and guides treatment for cancer. We give patients and clinicians the clarity needed to make confident decisions when they matter most. Join our team to find a purpose-driven career, an inclusive culture, and robust benefits to support your life while you’re working to help others.

Position Overview

We are seeking an experienced and data-savvy Lead Workforce Analyst to drive performance, insight, and innovation across our customer support operations. This role requires a strategic thinker with a strong background in analytics, contact center forecasting, and operational excellence. The ideal candidate will have hands-on experience with automating dashboards and reports using Tableau and Databricks, along with deep knowledge of Workforce Management (WFM), IVR/IVA interactions, and Quality Management systems.

Essential Duties

• Design, build, and automate scalable dashboards and reports using Tableau and Databricks, delivering real-time insights to Customer Care, WFM, and Leadership teams.
• Leverage SQL and Databricks notebooks to source, transform, and model data across multiple systems.
• Monitor performance trends and KPIs (e.g., AHT, FCR, CSAT, SLA) and translate complex findings into clear, actionable recommendations.
• Collaborate with IT/data engineering to ensure data integrity, consistency, and governance across platforms.
• Partner with WFM teams to provide short- and long-term forecasts using historical data, seasonal trends, and predictive models to be used by senior and executive leaders to drive decisions.
• Mentor a team of Workforce Analysts and WFM Specialists in Customer Care, fostering a culture of collaboration, curiosity, and continuous improvement.
• Analyze staffing levels, shrinkage, schedule adherence, and intraday trends to support real-time and strategic decisions.
• Provide input on capacity planning, agent performance analysis, and optimization of shift strategies.
• Evaluate IVR/IVA interactions to identify friction points, containment opportunities, and deflection strategies.
• Analyze call flows, drop-off rates, and customer intent to improve automation effectiveness and customer experience.
• Partner with the Customer Care and IT teams to recommend routing enhancements and personalization strategies.
• Analyze quality monitoring data, customer feedback (CSAT, NPS, surveys), and escalation trends to uncover opportunities for training and process improvements.
• Collaborate with Quality and Training teams to develop root cause analyses and close-the-loop initiatives.
• Deliver insights that improve service quality, compliance, and agent effectiveness.
• Uphold company mission and values through accountability, innovation, integrity, quality, and teamwork.
• Support and comply with the company’s Quality Management System policies and procedures.
• Maintain regular and reliable attendance.
• Ability to act with an inclusion mindset and model these behaviors for the organization.
• Scheduling requirements:
• Ability to work designated schedule.
• Physical requirements:
• Ability to work on a computer and phone simultaneously.
• Ability to use a telephone through a headset.

Minimum Qualifications

• Bachelor’s degree in business Analytics, Data Science, Operations Management, or related field; or equivalent experience in lieu of education.
• 4+ years of experience in Customer Care Analytics or Contact Center Operations.
• 3+ years of progressive experience in contact center workforce management.
• 3+ years of proven experience in Tableau (advanced level) and Databricks for automating dashboards, data pipelines, and reporting workflows.
• Strong understanding of Workforce Management tools (e.g., NICE IEX, Verint, Calabrio) and forecasting methodologies.
• Demonstrate knowledge of manpower calculation using Erlang-C.
• Proficient with Excel to conduct analyses, strong analytical and problem-solving skills.
• Working knowledge of IVR/IVA technologies, voice analytics, and conversational AI platforms.
• Familiarity with Quality Management systems and customer feedback analytics.
• Proficiency in SQL is required; Python or R for advanced analytics is a plus.
• Excellent communication and presentation skills, with the ability to influence cross-functional teams.
• Strong project management and problem-solving capabilities.

Preferred Qualifications

• Experience in large-scale contact center environments (e.g., >500 agents across multiple channels).
• Background in industries such as healthcare, financial services, telecom, tech, or e-commerce.
• Exposure to AI-driven forecasting or sentiment analysis tools.

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Salary Range:

$93,000.00 - $149,000.00

 

The annual base salary shown is for this position located in US - WI - Madison on a full-time basis. In addition, this position is bonus eligible, and is eligible to be considered for company stock at hire and on an annual basis.

Exact Sciences is proud to offer an employee experience that includes paid time off (including days for vacation, holidays, volunteering, and personal time), paid leave for parents and caregivers, a retirement savings plan, wellness support, and health benefits including medical, prescription drug, dental, and vision coverage. Learn more about our benefits.

Our success relies on the experiences and perspectives of a diverse team, and Exact Sciences fosters a culture where all employees can develop personally and professionally with a sense of respect and belonging. If you require an accommodation, please contact us here.

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We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to disability, protected veteran status, and any other status protected by applicable local, state, or federal law.

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