Senior Workforce Analyst

Job Summary

Delivering advanced reporting and predictive insights, the full-time remote Senior Workforce Analyst will transform complex data into actionable intelligence for a 24/7 contact center operation, supporting approximately 300 agents and 250,000 members.

Key responsibilities

• Develop and maintain performance reports and dashboards for contact center operations, ensuring visibility into KPIs and compliance metrics
• Conduct advanced analysis of contact drivers to identify trends and opportunities for improving member experience and operational efficiency
• Collaborate with Data Engineering and Data Science teams to design scalable analytic solutions and ensure data accuracy across multiple platforms

Required qualifications

• 5+ years of experience in contact center analytics, reporting, or workforce management, preferably in healthcare or a regulated industry
• Demonstrated ability to translate complex operational data into actionable insights and executive-level reporting
• Experience designing and maintaining BI dashboards (Power BI, Tableau, or equivalent) for operational audiences
• Bachelor's degree in Data Analytics, Business Intelligence, Information Systems, Healthcare Administration, or a related field
• Advanced proficiency in SQL and expert-level skills in Excel for data analysis and reporting automation