Position Overview: As a WFM / Data Analyst & Client Reporting Specialist, you will play a critical role in workforce management, data analysis, business intelligence, and client-facing reporting within our call center operations. This position is responsible for building accurate reports, dashboards, forecasts, and automated reporting processes, while also translating operational data into clear business insights for internal leadership and external client stakeholders.
The ideal candidate must be able to analyze performance trends, prepare professional client-facing materials, and confidently present results in meetings such as MBRs, QBRs, operational reviews, and performance discussions. This role requires strong analytical skills, advanced reporting capabilities, effective presentation skills, and strong professional English communication.
Key Responsibilities:
- Workforce Management & Forecasting:
- Develop forecasting models for call volume, staffing needs, and attrition trends.
- Optimize capacity planning and headcount allocation based on historical trends and business requirements.
- Create and maintain real-time and long-term scheduling models to ensure adequate coverage.
- Data Analysis & Business Intelligence:
- Analyze call center metrics, identify trends, and implement strategies to improve KPIs such as Attrition, Service Levels, Quality, Average Handle Time (AHT), and First Call Resolution (FCR).
- Generate, automate, and present MBR, QBR, and other executive/client-facing reports for internal leadership and external stakeholders.
- Automate data extraction, transformation, and reporting processes using Excel, SQL, Python, or other analytical tools.
- Develop dashboards and visualizations to support decision-making.
- Collaborate with Operations Managers to address challenges, streamline workflows, and resolve escalations effectively.
- Client-Facing Reporting & Presentation
o Prepare professional client-facing reports, dashboards, summaries, and presentation materials in English.
o Present performance results, operational trends, risks, and opportunities during client meetings, MBRs, QBRs, and internal leadership reviews.
o Translate complex data into clear, actionable business narratives for non-technical audiences.
o Partner with Operations, QA, WFM, and leadership teams to align reporting messages before client-facing discussions.
o Ensure all client-facing materials are accurate, polished, visually clear, and aligned with business expectations.
o Communicate confidently and professionally with clients, leadership, and cross-functional teams.
- Process Improvement & Strategic Insights:
- Identify opportunities for efficiency improvements in staffing and operational workflows.
- Work closely with the Director of Operations, Operations and QA to ensure alignment on performance goals.
- Provide data-driven recommendations for optimizing campaign and client KPIs.
- Performance Monitoring & Reporting:
- Regularly review and analyze performance data, preparing detailed reports for the Director of Operations and healthcare clients.
- Ensure clear and timely reporting of trends, risks, and opportunities.
- Conduct periodic audits to ensure quality and accuracy in the reporting process across the call center.
- Training & Development:
- Assist in training and mentoring WFM support staff or analysts on best practices.
Qualifications:
- Strong analytical and problem-solving skills, with experience in data analysis and reporting.
- Proficiency in Excel (advanced), SQL, Python, or Power BI for data extraction, automation, and visualization.
- Experience in call center WFM tools (e.g., IEX, Verint, Aspect, NICE, Livevox, RingCentral, Webex, TCN, TalkDesk, SharpenCX, Dialpad, GoTo, TPX, Cisco CUIC, Avaya, 8x8, Five9 or in-house scheduling systems)
- Understanding of key call center metrics (AHT, occupancy, shrinkage, FCR, adherence, etc.).
- Experience in workforce forecasting, scheduling, and intraday monitoring.
- Strong professional English communication skills, both written and verbal.
- Ability to present data insights clearly and confidently in client-facing meetings.
- Strong data storytelling skills, with the ability to explain trends, risks, and performance drivers to non-technical audiences.
- Strong analytical and problem-solving abilities.
- Ability to thrive in a fast-paced, high-pressure environment.
- Ability to validate data accuracy and explain methodology when presenting results.
Job Type: Full-Time
Salary: $4,500 - $6,500 Weekly
Schedule
Job Type: Full-time
Pay: $4,500.00 - $6,500.00 per week
Work Location: In person
