Contact Center Data Analyst: AI Forecasting & Dashboards

Suncoast Credit Union; Tampa (FL); Hybrid; USD 55,000 - 70,000; Full time

Benefits offered by this job

401K Matching

Medical Coverage

Dental and Vision

Paid Holidays

Paid Time Off

Parental Leave

Volunteer Hours

Degree Assistance

Job summary

Suncoast Credit Union is seeking a Contact Center Data Analyst to drive data-backed operational excellence. You will partner with WFM and leadership to uncover automation opportunities, build centralized analytics, and create dashboards that reveal trends and risks for action.

The role emphasizes data governance, cross-functional collaboration, and leveraging AI to improve forecasting, scheduling, and overall contact-center performance while advancing member experience.

Qualifications

• Bachelor’s degree in business, finance, economics, or other data science discipline; grad degree preferred.

Responsibilities

• Collaborate with WFM and leadership to identify automation and data-driven solutions.
• Define, manage, and implement Data Governance standards for accurate reporting.
• Develop centralized analytics integrating data from multiple systems to deliver insights.
• Design and deliver dashboards, scorecards, and reporting tools for decision-making.
• Translate analytics into actionable staffing and technology recommendations.
• Support forecasting, scheduling, and capacity planning through data analysis.
• Leverage AI and automation to enhance forecasting and real-time decisions.
• Optimize workforce and analytics platforms and ensure integration of WFM data sources.
• Contribute to application strategy and product roadmaps for Contact Center operations.
• Collaborate with IT to ensure data source integration.

Skills

Data analysis

WFM concepts

Forecasting

Data governance

SQL queries

Education

Bachelor’s degree in business/finance/economics or data science

Graduate degree preferred

Tools

Power BI

Excel

Visual Studio

SQL Server 2012

SSIS

SharePoint

Verint

Genesys

Job description

Suncoast Credit Union is seeking a Contact Center Data Analyst to drive data-backed operational excellence. You will partner with WFM and leadership to uncover automation opportunities, build centralized analytics, and create dashboards that reveal trends and risks for action.

The role emphasizes data governance, cross-functional collaboration, and leveraging AI to improve forecasting, scheduling, and overall contact-center performance while advancing member experience.