Lead-Workforce Analytics

Serve as the program’s subject matter expert for reporting and workforce analytics. Design, develop, automate, and maintain operational reports, dashboards, and executive scorecards. Analyze operational data to identify trends, anomalies, risks, and business opportunities. Interpret complex datasets and provide actionable recommendations that support Service Delivery decision-making.

Bachelor’s degree in Business Administration, Industrial Engineering, Statistics, Economics, Information Systems, Data Analytics, or a related field. 2+ years of experience in Workforce Management, Reporting, Business Intelligence, Business Analytics, or Workforce Analytics within a BPO or Contact Center environment. Advanced Microsoft Excel skills and strong SQL skills required.