WFM Reporting Analyst – Insightful Data Automation

InteLogix; United States; A distancia; USD 70.000 - 95.000; Jornada completa

Descripción de la vacante

InteLogix is seeking a data-oriented professional to build and automate WFM reports and dashboards. The role focuses on transforming raw data from ACD, WFM, CRM and HR systems into clear, actionable insights. You will analyse trends, ensure data accuracy, and support leadership with ad-hoc analyses and business reviews.

Ideal candidates have 2+ years in reporting or data analysis within contact centres, and strong skills in Excel, SQL, and BI tools like Power BI or Tableau.

Formación

• 2+ years in reporting or data analysis, ideally in WFM or a contact centre.
• Strong understanding of contact centre and WFM metrics.
• Proven ability to turn raw data into clear, accurate reporting.

Responsabilidades

• Build, automate and maintain daily, weekly and monthly WFM reports and dashboards (service level, AHT, occupancy, shrinkage, adherence, forecast accuracy).
• Extract and consolidate data from ACD, WFM, CRM and HR systems.
• Analyse trends and provide insight and recommendations to leadership.
• Ensure data accuracy, consistency and a single source of truth across reporting.
• Support ad-hoc analysis and business reviews.
• Maintain report documentation and definitions.

Conocimientos

Data analysis

WFM metrics

Reporting

Herramientas

SQL

Power BI

Tableau

Excel

Descripción del empleo

InteLogix is seeking a data-oriented professional to build and automate WFM reports and dashboards. The role focuses on transforming raw data from ACD, WFM, CRM and HR systems into clear, actionable insights. You will analyse trends, ensure data accuracy, and support leadership with ad-hoc analyses and business reviews.

Ideal candidates have 2+ years in reporting or data analysis within contact centres, and strong skills in Excel, SQL, and BI tools like Power BI or Tableau.