Workforce Analyst I - WFM Reporting (ELS)

Overview

The Workforce Management Reporting Analyst is responsible for producing and analyzing performance reports that support operational decision-making across contact center environments. This role plays a critical part in forecasting, tracking KPIs, and identifying trends that impact service delivery and workforce efficiency. The analyst ensures data integrity across multiple systems and provides actionable insights to leadership teams.

Responsibilities

Reporting & Analysis

• Generate daily, weekly, monthly, and quarterly reports on KPIs such as service levels, occupancy, shrinkage, and adherence.
• Analyze raw data from systems like Avaya CMS, NICE, Pipkins, and Siebel CRM to identify performance trends and root causes.
• Create dashboards and summaries for internal and external stakeholders.

 Forecasting & Planning

• Support forecasting of call, email, and chat volumes using workforce management tools.
• Collaborate with WFM teams to ensure forecast accuracy and schedule alignment.

 Operational Support

• Consult with management on performance trends and recommend changes to improve KPIs.
• Assist interns and junior analysts with data collection and reporting tasks.
• Lead initiatives to automate reporting processes using SQL, Excel macros, or BI tools

Qualifications

• Bachelor’s degree in Business Administration, Engineering or similar
• 1 year Reporting and Analytical experience required (is a plus).
• 1 year experience working in a high-volume call/contact center preferred.
• Strong written and verbal communication skills
• Strong decision-making abilities.
• Ability to interact effectively with others including Senior Management
• Ability to prioritize and multitask in a fast-paced environment.
• Ability to utilize multiple systems and applications to complete assigned tasks (i.e. including Avaya CMS and IQ, NICE recording system, Pipkins Workforce Management, Moxie, and
• Siebel CRM applications).
• Strong attention to detail
• Ability to work independently and meet deadlines.
• Advanced Knowledge of VBA and Power BI
• Knowledge and experience in Visual Basic and SQL is required (is a plus)
• Advanced level proficiency using Microsoft Office
• Ability to maintain a high degree of confidentiality.
• Drive for results.
• Costumer service oriented
• Excellent analytical abilities with the ability to evaluate information and identify trends and key issues

Requirements (E)

Pass background check and drug screen check