Posted:23 hours ago|
Platform:
Work from Office
Full Time
- Design, develop, and maintain automated and ad-hoc WFM reports and dashboards related to staffing, scheduling, adherence, shrinkage, occupancy, and performance metrics.
- Collaborate with WFM planners, real-time analysts, and operations teams to understand reporting requirements and drive data-driven decisions.
- Ensure consistency, integrity, and accuracy of all reporting outputs through regular validation and reconciliation processes.
- Support capacity planning and forecasting cycles with historical data analysis and trend reporting.
- Provide insights and variance analysis to explain operational deviations and support process improvements.
- Assist in report automation and integration with BI tools (e.g., Power BI, Tableau) in collaboration with IT or analytics teams.
- Create and maintain documentation for reporting processes and data sources.
Strong knowledge of WFM metrics: SLA, AHT, occupancy, shrinkage, schedule adherence, etc.
- Advanced Excel skills (pivot tables, macros, complex formulas).
- Experience creating dashboards and visual reports using Power BI, Tableau, or similar tools.
- Strong analytical and problem-solving abilities.
- Excellent communication skills to present insights and collaborate with stakeholders.
- Questioning, Reasoning and Analytical
- Ability to read and interpret and apply insights and recommendations
- Experience creating dashboards and visual reports using Power BI, Tableau, or similar tools.
- Familiarity with additional WFM tools like Verint, NICE IEX, or Aspect.
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