Data Analyst – Contact Center (WFM Specialist)
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Key skills for this role
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
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.
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
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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