Contact Center Planning & Analytics Lead

Emory•Atlanta, GA

13d•Hybrid

About The Position

Overview Be inspired . Be rewarded. Belong. At Emory Healthcare. At Emory Healthcare we fuel your professional journey with better benefits, valuable resources, ongoing mentorship and leadership programs for all types of jobs, and a supportive environment that enables you to reach new heights in your career and be what you want to be . We provide: Comprehensive health benefits that start day 1 Student Loan Repayment Assistance & Reimbursement Programs Family-focused benefits Wellness incentives Ongoing mentorship, development, and leadership programs And more Description Job Summary: The Contact Center Planning & Analytics Lead is responsible for leading the analytical strategy and execution of workforce planning, forecasting, and performance insights for the contact center. This role combines deep analytical expertise with operational understanding to optimize staffing, improve efficiency, and enhance customer experience through data-driven decision-making. The individual will serve as the primary point of contact for internal WFM analytics, performance dashboards, and reporting automation across all contact center lines of business.

Requirements

Education - Bachelor's degree in Statistics, Mathematics, Economics, Computer Science, Business Administration, or a related field
Experience - 5+ years of experience in workforce management, contact center analytics, or operations strategy.
2+ years in a leadership, senior analyst, or project lead role within a contact center environment.
Hands-on experience with WFM platforms (e.g., Genesys Cloud WFM, NICE IEX, Verint)
Proficiency with, Power BI / Tableau, and Excel (advanced level).
Strong understanding of contact center metrics and forecasting models.
Knowledge, skills, and abilities (required): Strong analytical expertise in workforce management, forecasting, and capacity planning, with advanced proficiency in contact center metrics such as AHT, Occupancy, Shrinkage, and Conformance.
Excellent communication and data storytelling skills to translate complex analyses into clear, actionable insights for non-technical and executive audiences.
Proven ability to lead analytical initiatives, manage multiple priorities, and collaborate cross-functionally to optimize staffing efficiency and operational performance.

Nice To Haves

Education - Master's degree in Statistics, Mathematics, Economics, Computer Science, Business Administration, or a related field
Experience - 8+ years of experience in workforce management, contact center analytics, or operations strategy.
5+ years in a leadership, senior analyst, or project lead role within a contact center environment.
Knowledge, skills, and ability requirements (preferred): Advanced knowledge of statistical modeling, predictive analytics, or programming languages (Python, R) to enhance forecasting precision and data automation.
Experience leveraging cloud-based data environments (e.g., Azure, Snowflake) and applying process improvement methodologies such as Lean Six Sigma.
Strong project management and leadership abilities, including mentoring analysts and driving cross-functional analytics initiatives.
Demonstrated ability to align analytical strategy with enterprise goals, influence data-driven decision-making, and present findings persuasively to senior leadership.

Responsibilities

Forecasting & Capacity Planning: Lead analysis for short-term, mid-term, and long-term contact volume and workload forecasting
Develop and maintain capacity plans that balance staffing levels with identified goals
Analyze operational KPIs including AHT, Occupancy, Shrinkage, and Conformance
Deliver actionable insights on agent and queue performance trends to identify opportunities for optimization
Reporting & Automation: Design and automate WFM reports to improve visibility of key operational metrics.
Lead efforts to standardize reporting definitions and ensure data accuracy and consistency across systems.
Partner with IT and data teams to enhance reporting infrastructure and database integrity.
Strategy & Continuous Improvement: Drive analytical projects to improve forecast accuracy, scheduling efficiency, and real-time decision-making.
Collaborate with Real-Time and Scheduling teams to optimize intraday adjustments and staffing strategies.
Develop insights that influence strategic decisions in customer experience, staffing, and technology investment.
Leadership & Collaboration: Serve as a subject matter expert on workforce analytics methodologies and tools.
Mentor analysts on advanced data techniques and WFM principles.
Communicate complex findings clearly to non-technical stakeholders through visual storytelling and executive summaries.
Performance Analytics: Analyze operational KPIs including AHT, Occupancy, Shrinkage, and Conformance.
Deliver actionable insights on agent and queue performance trends to identify opportunities for optimization.
Develop and publish daily, weekly, and monthly performance dashboards using tools such as Power BI, Tableau, or Genesys Cloud Analytics.
Additional Duties as Assigned.