Senior Workforce Analytics Analyst

Jobtailor; Arizona; On-site; USD 85,000 - 105,000; Full time

Job summary

Jobtailor is seeking a data-driven Workforce Analytics Specialist to transform operational data into actionable insights for our contact center teams.

You will build and maintain dashboards, run root-cause analyses, and collaborate on predictive models to improve forecasting, scheduling, and efficiency across the workforce.

Responsibilities include KPI tracking, capacity planning, and communicating findings to both technical and non-technical stakeholders for informed decision making.

Qualifications

• Bachelor’s degree in data analytics, workforce management, business administration, or related field.
• Minimum of 4 years of experience in workforce analytics or contact center operations.
• Proficiency in SQL, Power BI, Excel, and data visualization tools.
• Experience with AWS Connect, NICE, Alvaria, or similar platforms.
• Strong analytical thinking, communication, and problem-solving skills.

Responsibilities

• Collect, process, and analyze contact center data to identify trends.
• Conduct root cause analysis on workforce performance issues.
• Collaborate on predictive models to improve forecasting and staffing.
• Create reports and dashboards using SQL, Power BI, Excel, and PowerPoint.
• Translate analytics into recommendations for technical and non-technical stakeholders.
• Support WFM leaders with data-driven staffing models.

Skills

Data Analysis

Root Cause Analysis

KPI Tracking

Statistical Analysis

Capacity Planning

Forecasting

Process Improvement

Data Mining

Reporting

Dashboard Creation

Education

Bachelor's degree in Data Analytics

Tools

Power BI

SQL

Excel

NICE

Alvaria

AWS Connect

Data Analytics Software

HR Platforms

Job description

• 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

Requirements

• 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

Core Competencies

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

ATS Optimization Keywords

Hard Skills

• Data Analysis
• Root Cause Analysis
• KPI Tracking
• Statistical Analysis
• Capacity Planning
• Forecasting
• Process Improvement
• Data Mining
• Reporting
• Dashboard Creation

Soft Skills

• Critical Thinking
• Problem-Solving
• Decision-Making
• Communication Skills
• Detail-Oriented

Industry Keywords

• Workforce Analytics
• Contact Center Operations
• Workforce Management
• Operational Effectiveness
• Staffing Efficiency

Tools & Technologies

• Power BI
• SQL
• Excel
• NICE
• Alvaria
• AWS Connect
• Data Analytics Software
• HR Platforms