Senior Workforce Analytics & Forecasting 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

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.