Senior Analyst, Workforce Analytics

Galderma•Boston, MA

3d•Hybrid

About The Position

Galderma is seeking a highly skilled and motivated Senior Workforce Analytics Analyst to provide advanced analytical support for its Contact Center Workforce Management (WFM) function. This role will leverage workforce data, analytics, and technology to optimize staffing strategies, strengthen workforce planning, improve operational efficiency, and enable data-driven decision-making. The Senior Workforce Analytics Analyst will partner closely with HRBPs, business leaders, and cross-functional teams to translate complex workforce and operational data into meaningful insights and actionable recommendations. The ideal candidate brings strong analytical and technical capabilities, an understanding of contact center and workforce management operations, and the ability to connect workforce insights with business needs.

Requirements

Bachelor’s degree in Data Analytics, Business Analytics, Workforce Management, Business Administration, Statistics, or a related field.
Minimum of 4 years of relevant experience in workforce analytics, workforce management, contact center operations, business intelligence, or a related analytical role.
Demonstrated experience using workforce data and analytics to support operational and business decision-making.
Experience working within a complex, cross-functional organization preferred.
Strong proficiency in SQL, Power BI, and Excel, with experience developing dashboards, reports, and analytical models.
Experience working with Workday, including workforce, organizational, and employee data for reporting and analytics.
Experience with workforce management or contact center technologies such as AWS Connect, NICE, Alvaria, or comparable platforms.
Working knowledge of forecasting methodologies, predictive modeling, statistical analysis, and data mining.
Demonstrated ability to integrate and analyze data from multiple sources and translate complex datasets into meaningful business insights.
Experience with data visualization, reporting automation, and analytical storytelling.
Strong analytical, critical-thinking, and problem-solving skills.
Ability to independently identify issues, analyze alternatives, and recommend solutions.
Strong business acumen and ability to connect workforce analytics with broader business and operational priorities.
Excellent written and verbal communication skills, including the ability to explain complex analytical concepts to diverse audiences.
Strong stakeholder management and collaboration skills.
Ability to influence decisions through data, insights, and fact-based recommendations.
Proactive and detail-oriented, with the ability to manage multiple priorities in a fast-paced and evolving environment.

Nice To Haves

Experience working within a complex, cross-functional organization preferred.

Responsibilities

Collect, analyze, and interpret workforce and contact center operational data to identify trends, patterns, risks, and opportunities.
Translate complex datasets into actionable insights that support workforce and operational decisions.
Conduct root cause analyses related to service levels, staffing, capacity, productivity, and workforce performance.
Identify emerging workforce trends and proactively recommend actions to improve operational effectiveness.
Partner with stakeholders to develop and enhance predictive models that improve workforce forecasting and planning.
Partner with WFM leaders to develop data-driven staffing and capacity models aligned with business objectives and operational requirements.
Provide analytical support for short- and long-term workforce planning, forecasting, scheduling, and intraday management.
Perform scenario modeling to evaluate the workforce implications of changes in demand, staffing, productivity, and business requirements.
Identify opportunities to improve staffing efficiency, capacity utilization, productivity, and cost management.
Support workforce forecasts and provide insights into potential staffing gaps, risks, and opportunities.
Develop and maintain workforce reports, dashboards, and analytical tools using SQL, Power BI, Excel, PowerPoint, Workday, and other relevant technologies.
Establish and maintain accurate, consistent, and reliable workforce metrics across reporting processes and data sources.
Translate analytical findings into clear recommendations and executive-ready insights.
Present complex information in a concise and understandable format for both technical and non-technical audiences.
Identify opportunities to automate and improve workforce reporting and analytics.
Define, track, and analyze key performance indicators (KPIs) related to workforce efficiency, service levels, productivity, capacity, and operational effectiveness.
Monitor performance trends and proactively identify risks, opportunities, and areas requiring intervention.
Benchmark performance against internal targets and relevant industry standards to inform workforce strategies.
Recommend process improvements that strengthen WFM operations and overall organizational effectiveness.
Measure the impact of workforce initiatives and provide recommendations for continuous improvement.
Leverage Workday and workforce management/contact center platforms, including AWS Connect, NICE, Alvaria, or similar technologies, to support workforce analytics, forecasting, scheduling, reporting, and decision-making.
Utilize Workday workforce and organizational data alongside operational data sources to develop integrated workforce insights and reporting.
Utilize advanced analytics tools and enterprise data platforms to improve the accuracy, accessibility, and usability of workforce information.
Support the implementation and integration of new tools, technologies, and processes that strengthen workforce analytics capabilities.
Partner with HR, HRBPs, Technology, Operations, and business teams to improve data quality, reporting efficiency, and system capabilities.
Identify opportunities to automate manual processes and increase the scalability of workforce analytics.