Job description

About the Team The Workforce Management (WFM) team at our client is a critical role in ensuring we have the right number of experts, with the right skills, at the right time to serve our customers. We are the backbone of our expert supply strategy, driving operational excellence through data-driven planning and optimization. We work closely with finance, operations, product, and technology partners to maximize expert availability and efficiency while delivering exceptional customer experience. The Opportunity We are looking for a highly analytical and detail-oriented Business Data Analyst to join our dynamic WFM team. This role is essential for ensuring the accuracy and effectiveness of our capacity plans and operational execution. You will be the primary owner of critical auditing processes, translating data insights into actionable strategies that directly influence how we staff and optimize our expert workforce. If you are passionate about data, meticulous about accuracy, and thrive on solving complex business problems, this is the role for you. Key Responsibilities · Capacity Planning Auditing: Conduct rigorous audits of internal capacity plans, comparing planned assumptions (e.g., volume, handle time, staffing levels) against actual performance to identify variances and ensure accuracy. · Shrinkage Analysis & Reconciliation: Meticulously track and audit actual operational shrinkage (e.g., time off, training, unplanned absences) against planned forecasts, driving accountability and identifying opportunities for improvement. · Expert Scheduling Optimization Handoff: Prepare and deliver a comprehensive operational package to Real-Time Operations (RTO) teams, outlining optimized expert schedules and key metrics for the upcoming 2–4 week period. · Tool Requirements Generation: Partner with product and engineering teams to define, document, and champion business requirements for our internally built WFM planning and execution tools. · Strategic Consultation & Advisory: Serve as a trusted advisor to business stakeholders, using supply and demand data to consult on and recommend strategies for achieving business goals with the available expert capacity. · Performance Monitoring & Reporting: Develop, maintain, and automate reports and dashboards to monitor key WFM metrics, ensuring visibility into operational health and planning adherence. Required Qualifications · Experience: 3+ years of experience in a quantitative or analytical role, with 1+ years specifically within Workforce Management, Capacity Planning, or Operations Analytics. · Technical Skills: Expert proficiency in SQL for data extraction and manipulation. Strong skills in data visualization and reporting tools (e.g., Tableau, Power BI). Advanced proficiency with Microsoft Excel (e.g., pivot tables, complex formulas, modeling). · Analytical Acumen: Proven ability to analyze large datasets, identify trends, draw actionable insights, and present complex information clearly to a non-technical audience. · WFM Knowledge: Deep understanding of core WFM concepts, including capacity planning methodologies, expert scheduling, and key metrics like shrinkage, utilization, and service level. · Communication: Excellent written and verbal communication skills, with the ability to effectively consult and advise stakeholders at all levels of the organization. Nice to Have · Experience managing large-scale contact center operations, particularly with third-party Business Process Outsourcers (BPOs). · Advanced Data Skills: Experience using Python in conjunction with SQL for complex data manipulation, cleansing, and statistical modeling. · Experience working in an Agile/Iterative environment, utilizing tools like JIRA to manage and track solution development and product requirements. · Familiarity with WFM software platforms (e.g., Genesys, NICE, Aspect). Job Type: Contract Pay: $52.78 per hour Work Location: Hybrid remote in Tucson, AZ 85706

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