Data Analyst

Job Summary

Working remotely, the full-time Operations Data Analyst will manage workforce management responsibilities, collaborate with internal teams, and provide analytical support to optimize contact center operations and forecasting.

Key responsibilities

• Manage end-to-end workforce management for assigned accounts, including forecasting contact volumes and staffing requirements
• Analyze operational KPIs and conduct root-cause analyses to inform future planning and decision-making
• Generate and review forecasts while making proactive recommendations to minimize variances and improve accuracy

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 use data to drive business decisions
• Contact center experience preferred, but not required