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Tier-1 employer, metro location, mid-level generalist analytics role with broad toolset increases competition.
Heavy call-center workforce planning and WFM domain knowledge reduces cross-industry transferability.
Requires specific analytics tools and WFM domain knowledge with preferred three-year experience, so moderate strictness.
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Lead analytics and process improvement projects that optimize capacity, improve service-level performance, and enhance customer outcomes.
Use tools like Alteryx, Tableau, Python, and SQL to automate processes and perform root cause/trend analysis for strategic recommendations.
Coordinate cross-functional teams as project lead, manage product lifecycle, and present updates and recommendations to leadership.
Experience with Alteryx, Tableau, Python, and SQL is mandatory.
Advanced knowledge of Call Center Operations, Contact Center Metrics, and Workforce Planning practices required.
Work Experience Required: Not explicitly mentioned in the JD; Preferred 3+ years in large call center or similar environments and in forecasting, staffing, scheduling, or project management.
High proficiency in Microsoft Office suite (Excel, PowerPoint, SharePoint, Word, Teams).
Experienced in large multi-site call centers or similar, with a deep understanding of workforce planning and operational metrics.
Capable of independently leading cross-functional projects to improve operational efficiency and align resources strategically.
Skilled in leveraging analytics tools and machine learning models to drive data-informed decisions and process enhancements.