Senior Workforce Analytics Analyst
TX Dallas (Office), United States
R
USD 80K-124K Senior-level Full Time
Tasks
- Benchmark performance against industry standards
- Collect process and analyze contact center operational data
- Conduct root cause analysis for workforce performance issues
- Create and maintain reports and dashboards
- Define track and analyze workforce KPIs
- Develop data driven staffing models
- Ensure accuracy and consistency of workforce metrics
- Provide workforce planning scheduling and intraday management insights
- Recommend process improvements for workforce management
- Support integration of new tools and technologies
- Use workforce management tools for forecasting scheduling and reporting
Perks/Benefits
- 401k match
- Adoption Assistance
- Career mentorship
- Certification assistance
- Fertility assistance
- Hybrid work schedule
- Mental healthcare
- Tuition assistance
- Work-from-anywhere program
Skills/Tech-stack
AWS Connect | Alvaria | Aspect | Cause analysis | Contact center | Contact center operations | Data Mining | Excel | Forecasting | Key Performance Indicators | NICE | Performance indicators | Power BI | PowerPoint | Predictive Modeling | Root Cause Analysis | Root cause | SQL | Scheduling | Statistical Analysis | Workforce Management | Workforce Planning
Education
N/A
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