Workforce Management Data Analyst

Porch; United States; Remoto; USD 70.000 - 110.000; Tempo pieno

Descrizione del lavoro

Porch Group is seeking a Workforce Management Data Analyst to build and maintain reporting across the contact center. The role partners with Operations, QA and Leadership to translate data into actionable recommendations, leveraging Salesforce, Excel, Power BI, and other systems to drive efficiency and customer experience.

The ideal candidate will create recurring reports, dashboards, and tools that monitor performance, productivity, CSAT, FCR, and revenue-related metrics, while maintaining data

Competenze

• Bachelor’s degree or higher in a related field.
• 2+ years in business analytics, data analysis, or workforce management analytics.
• Advanced proficiency in Excel, including Power Pivot and Pivot Tables.
• Experience with Salesforce reporting and dashboards.
• Experience with Power BI/Tableau or similar BI platforms.

Mansioni

• Design and maintain reports, dashboards, and scorecards for Contact Center leadership.
• Extract and validate data from Salesforce and other systems.
• Automate recurring reports using Excel, Power Pivot, and BI tools.
• Provide insights on performance, CSAT, FCR, productivity and KPIs.
• Develop dashboards for sales performance, revenue, and agent metrics.
• Prepare executive summaries and respond to ad hoc requests.
• Collaborate with Operations, QA, and Leadership to meet reporting needs.

Conoscenze

Advanced Excel

Pivot Tables

Data analysis

English communication

Formazione

Bachelor’s degree in Business, Finance, Statistics, Mathematics, Data Analytics, Information Systems, or related field

Strumenti

Salesforce

Power BI

Tableau

SQL basics

Descrizione del lavoro

Job Title: Workforce Management Data Analyst

Location: India

Workplace Type: Remote

Job Summary

The future is bright for the Porch Group, and wed love for you to be a part of it as our Workforce Management Data Analyst – Workforce Management

The Workforce Management Data Analyst is responsible for the development, maintenance, and enhancement of operational reporting across the contact center organization. This role serves as a key business partner to Operations leadership by providing accurate, timely, and actionable insights into performance, productivity, customer experience, and business metrics.

The Workforce Management Data Analyst will leverage data from Salesforce, Excel, Power BI, and other business systems to create recurring reports, dashboards, and analytical tools that support informed decision-making. This role plays an important part in Porch’s broader mission of using data-driven insight to improve the experience we deliver to homeowners, by ensuring our contact center operates efficiently and effectively. The successful candidate will partner closely with Operations, Quality Assurance, and Leadership teams to translate data into clear, actionable business recommendations.

What You Will Do As A Workforce Management Data Analyst

• Design, develop, and maintain operational reports, dashboards, and scorecards for Contact Center leadership.
• Extract, analyze, and validate data from Salesforce and other business systems to ensure reporting accuracy and consistency.
• Create and automate recurring reports using advanced Excel functions, Power Pivot, and reporting tools.
• Develop meaningful insights and recommendations based on performance trends, customer experience metrics, and operational KPIs.
• Develop reporting and dashboards to track sales performance, conversion rates, revenue generation, agent commissions, Customer Satisfaction (CSAT), First Contact Resolution (FCR), productivity, and overall business effectiveness.
• Develop and maintain daily call volume reporting to support operational visibility and trend analysis.
• Partner with Operations, Quality Assurance, and Leadership teams to identify reporting needs and deliver effective solutions.
• Perform root cause analysis on performance variances and identify opportunities for operational improvement.
• Maintain data integrity and ensure consistency across all reporting outputs.
• Document reporting processes, definitions, and methodologies.
• Support reporting automation and business intelligence initiatives through Power BI and other visualization tools.
• Prepare executive-level presentations and summaries that communicate performance results and business insights.
• Respond to ad hoc reporting and analysis requests from stakeholders.

What You Will Bring As A Workforce Management Data Analyst

• Bachelor’s degree in Business, Finance, Statistics, Mathematics, Data Analytics, Information Systems, or a related field preferred.
• 2+ years of experience in business analytics, data analysis, reporting, contact center analytics, workforce management analytics, or a related analytical role.
• Advanced proficiency in Microsoft Excel, including hands-on experience with Power Pivot and Pivot Tables, is required.
• Experience with Salesforce reporting and dashboard development required. Some flexibility on the depth of Salesforce experience may be considered for candidates who otherwise meet the role’s core qualifications.
• Experience with Power BI, Tableau, or similar business intelligence platforms preferred.
• Experience working with large datasets and data validation processes.
• Basic knowledge of SQL or database querying is a plus.
• Familiarity with VBA is a plus, though not required.
• Familiarity with AI-powered tools for reporting and data analysis is a plus.
• Strong analytical and problem-solving skills with the ability to interpret large data sets.
• Strong understanding of business and contact center metrics and reporting methodologies.
• Excellent attention to detail and commitment to data accuracy.
• Ability to translate data into actionable business recommendations.
• Ability to confidently present and speak to data and reporting results in meetings.
• Ability to manage multiple priorities and deadlines in a fast-paced environment.
• Comfortable working independently in an async-first team environment.
• Collaborative mindset with strong stakeholder management skills.
• Proven experience working with US based business teams
• Excellent written and communication skills in English language
• Working Hours: 8 Hours (Excluding breaks)
  4 Core US Hours Overlap (7:30pm– 11:30pm IST)
  4 flexible hours (IST)
• Workspace: A quiet space to work, an internet connection of at least 30 Mbps download | 10 Mbps upload