Contact Center Workforce Data Analyst

Unique Vacations•Miami, FL

About The Position

We are seeking a highly analytical and data-driven Contact Center Workforce Data Analyst to join our team. This role will focus on leveraging data insights to enhance contact center workforce efficiency, optimize scheduling, and drive operational improvements. The ideal candidate will have experience in workforce analytics, forecasting, and reporting, with strong proficiency in BI tools and data visualization.

Requirements

Experience with Contact Center and Workforce Management platforms (Calabrio, NICE, Cisco Webex CC) and contact center metrics.
Strong SQL and Power BI (DAX, data modeling, row-level security); Excel proficiency.
API integration experience
Excellent problem-solving skills and ability to think analytically.
Effective communication and presentation skills, with the ability to explain complex concepts to non-technical stakeholders.
Ability to work effectively in a team environment and manage multiple projects simultaneously.
Strong attention to detail and commitment to delivering high-quality work.
Ability to travel internationally with periodic travel estimated at 20%.
Education: Bachelor's degree in Business Analytics, Computer Science, Statistics, Mathematics, or a related field.
Experience: Over 5 years of experience in Contact Center analytics and business intelligence, or a related field.

Responsibilities

Strong understanding of contact center technology capabilities, including channels, self-service, agent tools and support functions (quality management, workforce management, knowledge management, training, etc.)
Strong understanding of contact center operations, KPIs, and performance metrics such as service levels, occupancy, adherence, and productivity.
Build and maintain dashboards and data pipelines for contact center performance interval-level reporting, using tools like SQL, Power BI, Power Automate or Excel
Identify trends and performance gaps to drive operational improvements.
Support the forecasting of call volume, workload, and staffing needs based on historical trends and business growth.
Work closely with Workforce Planning teams to optimize scheduling, shift bids, and intraday management strategies.
Analyze agent performance data to improve efficiency, utilization, and staffing alignment.
Collaborate with cross-functional teams to identify process inefficiency and propose data-backed solutions.
Provide insights and recommendations on staffing strategies, capacity planning, and workload balancing.
Assist in the automation of workforce reports and analytics processes to increase efficiency.
Work closely with the Director of Workforce Management to drive strategic initiatives and process improvements.
Work with Contact Center tools such as Cisco Webex Contact Center, Calabrio and NICE to improve workforce strategies.
Ensure data accuracy and integrity across workforce management systems.
Serve as a key liaison between business units, technical teams, and external partners to ensure seamless communication and project execution.
Utilize advanced analytics techniques to explore and analyze complex datasets, identifying patterns, trends, and relationships.
Develop statistical models and machine learning algorithms to solve business problems, optimize processes, and improve decision-making.
Apply data mining and visualization techniques to transform raw data into meaningful insights and reports.