Assist in the development and maintenance of workforce management reports and dashboards to track key performance indicators (KPIs)Analyze workforce data to identify trends, anomalies, and opportunities for improvement in staffing levels and service levelsSupport schedule optimization efforts by analyzing historical data and forecasting future staffing needsCollaborate with cross-functional teams to gather requirements and ensure alignment on workforce management objectivesParticipate in the documentation of standard operating procedures and process improvementsAssists team with development of complex excel spreadsheets and query tools, automation formulas, and custom formatting of reportsIdentifies opportunities for process improvement via SQL, Macro automationManage agent scheduling (i.e., shifts, training, vacation, meeting, overtime, off-line work, exceptions, ) to ensure that daily service level objectives are metPerform root cause analysis when action plans do not meet desired resultsComplete and manage schedule exceptions/adjustments on a daily basisRequired:Bachelor's degree in Business, Analytics, or a related fieldEnglish - minimum B21+ years of experience in data analysis or workforce management, preferably in a high-volume environmentStrong analytical skills with the ability to interpret complex data setsProficiency in Microsoft Excel, including experience with pivot tables and advanced formulasPreferred:Familiarity with workforce management software or toolsExperience with data visualization tools (e.g., Tableau, Power BI) is a plusKnowledge of statistical analysis techniques and forecasting methodsTechnical Skills and Relevant TechnologiesProficient in Microsoft Excel and data manipulation techniquesBasic understanding of SQL for data querying and analysisFamiliarity with data visualization tools to create impactful reportsExcellent communication skills, both verbal and writtenDetail-oriented with strong organizational skillsAbility to work independently and as part of a collaborative teamProactive mindset with a willingness to learn and adapt in a fast-paced environment