Master Analyst- Operations Capacity Planning & Analytics - Contact Centers
Tasks
- Analyze workforce performance and KPIs
- Build business cases with financial analysis
- Build strategic staffing models
- Create and publish reports
- Create workforce forecasting models
- Develop dialing projections
- Develop long-term capacity plans
- Identify trends, risks, and opportunities
- Monitor forecast variance and recommend actions
- Present findings to senior leadership
- Recommend process improvements and automation
- Support enterprise initiatives with operational modeling
- Translate data into executive recommendations
Perks/Benefits
- 401k match
- Dental insurance
- Equity programs
- Life insurance
- Medical insurance
- Paid time off
- Performance bonus
- Vision insurance
Skills/Tech-stack
Business Intelligence | Capacity Planning | Contact center | Contact center analytics | Data Modeling | Data Warehousing | Dialing Strategy | Excel | Forecasting | Power BI | Project Management | Reporting | SQL | Statistical modeling | Workforce Management | Workforce Planning
Education
Bachelor of Engineering | Bachelor of Science | Master of Science
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