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Generalist Data Analyst title, remote role, and metro location increase candidate competition.
Role requires WFM and contact-center healthcare domain knowledge, limiting cross-industry portability.
Explicit 1+ year requirement plus domain tools (Power BI, Verint) and WFM experience make filters moderately strict.
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Produce, validate, and distribute recurring Workforce Management and service performance reports focusing on SLA attainment, forecast accuracy, adherence, and operational risks.
Generate and review agent-level and team-level reports to identify productivity trends, anomalies, and operational risks, translating these into actionable recommendations.
Ensure data quality, apply standard metric logic, and use Excel, Power BI, and Verint to deliver clear workforce and operational insights to stakeholders.
Bachelor's degree or equivalent combination of education and experience.
Minimum 1 year experience in workforce management, contact center, operational planning, reporting, analytics, or related customer experience operations.
Experience with WFM reporting, analytics, dashboarding, and data storytelling in complex, multi-site, omnichannel, healthcare, insurance, or BPO environments.
Proficiency with Excel, Power BI, Verint reporting; NICE knowledge preferred but not mandatory.
Experienced in supporting workforce management reporting in hybrid U.S./global delivery models or cross-functional operational environments.
Strong in translating data insights into practical recommendations for both technical and non-technical stakeholders.
Comfortable collaborating regularly with cross-functional teams like WFM, operations, quality, training, and Finance to enhance reporting usability and decision quality.