Strategic Workforce Analytics Analyst

Confidential

Abu Dhabi

On-site

AED 180,000 - 380,000

Full time

14 days+

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Job summary

Confidential, based in Abu Dhabi, is seeking a Resource Planning and Reporting Analyst to optimize workforce efficiency through data-driven insights. You will analyze operational trends, forecast resource needs, and generate reports to support strategic decisions.

Responsibilities include developing detailed performance reports using Power BI and Excel, maintaining dashboards and KPIs, and collaborating with operations and HR to align planning with business goals.

Qualifications

Bachelor’s degree in Business Analytics, Data Science, Statistics, Engineering, Operations Management, or a related field.
Essential: 5+ years in resource planning, reporting, or workforce management, preferably in a contact center or operational environment.
Advanced Excel, Power BI and database management skills.
Strong analytical and problem-solving abilities.
Meticulous attention to detail and curiosity for identifying root causes.

Responsibilities

Develop detailed reports on operational performance and resource utilization using tools such as Power BI, and Excel.
Collect, analyze, and interpret workforce data to assess trends in staffing, productivity, and service levels.
Develop and maintain dashboards, reports, and KPIs to track performance and highlight opportunities for optimization.
Provide actionable insights to the Capacity Planner and leadership team to support data-driven decision-making.
Develop and maintain workforce plans for front-office and back-office functions.
Forecast short-term, mid-term, and long-term workload demand using historical data and real-time trends.
Create and manage agent schedules, optimizing shift coverage while accounting for breaks, leaves, and special events.
Monitor real-time adherence and adjust staffing levels dynamically to meet service level targets.
Plan for off-queue activities such as training, meetings, and coaching while ensuring minimal operational impact.
Track and analyze key workforce metrics such as occupancy, adherence, and shrinkage, providing actionable insights.
Collaborate with operations, HR, and leadership to align resource planning with business goals.
Continuously monitor operational and people performance, diving deep into data to uncover trends and provide actionable recommendations.
Monitor real-time performance metrics to ensure efficient resource utilization and adherence to SLAs.
Identify inefficiencies and recommend process improvements to enhance operational effectiveness.
Assist in developing and refining workforce planning models and methodologies.
Maintain meticulous records of data sources, methodologies, and outcomes to ensure transparency and continuity.