Analyst, Data

Accountabilities:

Collect and analyze workforce data: Gather, organize, and interpret operational data related to call volumes, service levels, agent performance, workforce productivity, and other key performance indicators.
Develop and maintain reporting solutions: Create, maintain, and publish comprehensive daily, weekly, monthly, and quarterly reports, dashboards, and performance summaries to provide clear visibility into operational efficiency.
Monitor workforce management metrics: Track and analyze key indicators, including shrinkage, attrition, graduation rates, Average Handle Time (AHT), occupancy, and service levels.
Identify trends and opportunities: Analyze performance patterns, identify operational gaps, and provide actionable recommendations to improve workforce management strategies, productivity, and overall business performance.
Collaborate with cross-functional teams: Work closely with internal stakeholders, workforce management teams, customers, and finance departments to understand reporting requirements and develop relevant analytical solutions.
Monitor budget and performance variations: Prepare and publish comparisons between budgeted figures, assumptions, and actual results, identifying discrepancies and coordinating with relevant stakeholders to resolve gaps.
Ensure data accuracy and integrity: Conduct regular audits of enterprise workforce management reports, dashboards, and data inputs for Monthly Business Reviews (MBRs) and Quarterly Business Reviews (QBRs).
Optimize reporting processes: Evaluate existing reporting workflows, identify opportunities for automation, and recommend improvements that reduce reporting costs and increase operational efficiency.
Support business decision-making: Translate complex datasets into clear, meaningful, and actionable insights for internal teams and external customers.
Evaluate workforce management effectiveness: Continuously assess reporting outputs and workforce management strategies, recommending adjustments to improve performance and service delivery.
Maintain industry knowledge: Stay informed about emerging trends, reporting methodologies, analytical tools, and best practices in workforce management and business intelligence.
Meet reporting and performance objectives: Ensure all reporting deliverables are completed accurately and on schedule while maintaining agreed internal and external performance standards.
Requirements:
4–5 years of professional experience as a Data Analyst, Reporting Analyst, or in a similar analytical position within the Business Process Outsourcing (BPO) industry.
Strong proficiency in data analysis and reporting tools, particularly Microsoft Excel, Power BI, SQL, and data visualization platforms such as Tableau.
Hands-on experience with workforce management (WFM) platforms and Automatic Call Distribution (ACD) systems, such as Avaya, TCS, IEX, Verint, or Teleopti.
Solid understanding of workforce management principles, operational performance indicators, and reporting requirements within contact center or BPO environments.
Experience developing and maintaining dashboards, performance reports, and management reporting solutions across multiple reporting periods.
Strong knowledge of workforce management metrics, including shrinkage, attrition, graduation rates, Average Handle Time (AHT), occupancy, and service levels.
Ability to analyze large datasets, identify trends and performance gaps, and translate findings into practical business recommendations.
Experience conducting data audits and validating reporting accuracy, consistency, and integrity.
Strong analytical thinking and problem-solving abilities, combined with excellent attention to detail.
Excellent written and verbal communication skills, with the ability to present complex information clearly to technical and non-technical stakeholders.
Strong interpersonal and collaboration skills, with the ability to work effectively with internal teams, customers, and finance stakeholders.
Ability to work independently in a fast-paced environment, manage multiple priorities, and consistently meet reporting deadlines.
Flexibility and willingness to work varying shifts, including after-hours and weekends when business requirements demand it.
A degree in Computer Science, Mathematics, or a related discipline is preferred but not mandatory.
Benefits:
Regular full-time employment opportunity.
Opportunity to work within an established and innovative technology-driven organization.
Exposure to large-scale workforce management operations and enterprise reporting environments.
Opportunity to collaborate with international customers and cross-functional business teams.
Professional development through hands-on experience with data analytics, business intelligence, and workforce management technologies.
Opportunity to contribute to process automation, reporting transformation, and operational cost optimization initiatives.
Collaborative working environment that encourages creativity, continuous improvement, and professional growth.
Inclusive workplace culture that values diversity, individual contributions, and equal employment opportunities.