Data Analyst – Contact Center (WFM Specialist)

About This Role

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.

Key Responsibilities

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.