Data Analyst
Job Summary
Providing analytical support to contact center operations, the full-time remote Data Analyst will manage workforce management responsibilities, generate forecasts, and report on operational performance and productivity.
Key responsibilities
- Manage end-to-end workforce management for assigned accounts, including staffing recommendations and agent performance tracking
- Generate and review daily, weekly, monthly, and annual forecasts, making proactive recommendations to minimize variances
- Conduct complex root-cause analyses and ad-hoc analyses to inform future planning and operational strategies
Required qualifications
- Bachelor's degree in Business, Economics, Mathematics, Statistics, or a related field
- 3+ years of experience in an analytical role
- Advanced Microsoft Excel skills and intermediate SQL skills
- Strong analytical mindset with the ability to drive business decisions using data
- Contact center experience preferred, but not required
Complete Job Description
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