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 levels Support schedule optimization efforts by analyzing historical data and forecasting future staffing needs Collaborate with cross-functional teams to gather requirements and ensure alignment on workforce management objectives Participate in the documentation of standard operating procedures and process improvements Assists team with development of complex excel spreadsheets and query tools, automation formulas, and custom formatting of reports Identifies opportunities for process improvement via SQL, Macro automation Manage agent scheduling (i.E., shifts, training, vacation, meeting, overtime, off-line work, exceptions, ) to ensure that daily service level objectives are met Perform root cause analysis when action plans do not meet desired results Complete and manage schedule exceptions/adjustments on a daily basis Required: Bachelor's degree in Business, Analytics, or a related field English - minimum B2 1+ years of experience in data analysis or workforce management, preferably in a high-volume environment Strong analytical skills with the ability to interpret complex data sets Proficiency in Microsoft Excel, including experience with pivot tables and advanced formulas Preferred: Familiarity with workforce management software or tools Experience with data visualization tools (e.G., Tableau, Power BI) is a plus Knowledge of statistical analysis techniques and forecasting methods Technical Skills and Relevant Technologies Proficient in Microsoft Excel and data manipulation techniques Basic understanding of SQL for data querying and analysis Familiarity with data visualization tools to create impactful reports Excellent communication skills, both verbal and written Detail-oriented with strong organizational skills Ability to work independently and as part of a collaborative team Proactive mindset with a willingness to learn and adapt in a fast-paced environment