Senior Workforce Analytics Analyst
Job in
Chandler, Maricopa County, Arizona, 85249, USA
Listed on 2026-09-08
Listing for:
Jobtailor
Full Time
position Listed on 2026-09-08
Job specializations:
-
IT/Tech
Data Analyst, Business Intelligence, Business Systems & Technology Analysis
Job Description & How to Apply Below
- Collect, process, and analyze contact center operational data to identify trends, patterns, and actionable insights
- Conduct root cause analysis on workforce performance issues, including service level failures and staffing challenges
- Collaborate with teams developing predictive models to improve forecasting accuracy and optimize staffing plans
- Create and maintain reports and dashboards using SQL, Power BI, Excel, PowerPoint, and other tools
- Ensure accuracy and consistency of workforce metrics across reporting processes
- Translate analytical findings into recommendations for technical and non-technical stakeholders
- Collaborate with WFM leaders to develop data-driven staffing models
- Support short-term and long-term workforce planning, scheduling, and intraday management
- Improve capacity planning, staffing efficiency, and cost management
- Define, track, and analyze KPIs for workforce efficiency, service levels, and operational effectiveness
- Recommend process improvements to streamline WFM operations and enhance productivity
- Benchmark performance against industry standards
- Leverage NICE, Alvaria, AWS Connect, or similar workforce management platforms for forecasting, scheduling, and reporting
- Utilize data analytics software and HR platforms
- Support integration of new tools, processes, and technologies
- Bachelor’s degree in data Analytics, Workforce Management, Business Administration, or a related field
- Minimum of 4 years of experience in workforce analytics, contact center operations, or WFM-related roles
- Proficiency in SQL, Power BI, Excel, and other data analytics or visualization tools
- Experience with workforce management software such as AWS Connect, NICE, Alvaria, or similar platforms
- Familiarity with predictive modeling, data mining, and statistical analysis
- Strong critical thinking, problem-solving, and decision-making abilities
- Excellent verbal and written communication skills, including the ability to explain complex data to diverse audiences
- Proactive and detail-oriented mindset with the ability to manage multiple priorities in a fast-paced environment
Proficient in data analytics and workforce management, with expertise in SQL, Power BI, and workforce management platforms like AWS Connect and NICE. Capable of translating complex data insights into actionable recommendations for diverse stakeholders.
Highest-signal resume keywords- SQL Proficiency
- Power BI Expertise
- Workforce Management Software Experience
- Predictive Modeling Familiarity
- Data Analytics Skills
- Data Analysis
- Root Cause Analysis
- KPI Tracking
- Statistical Analysis
- Capacity Planning
- Forecasting
- Process Improvement
- Data Mining
- Reporting
- Dashboard Creation
- Critical Thinking
- Problem-Solving
- Decision-Making
- Communication Skills
- Detail-Oriented
- Workforce Analytics
- Contact Center Operations
- Workforce Management
- Operational Effectiveness
- Staffing Efficiency
- Power BI
- SQL
- Excel
- NICE
- Alvaria
- AWS Connect
- Data Analytics Software
- HR Platforms
Position Requirements
10+ Years
work experience
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