Sr Analyst, Advanced Analytics - Workforce Planning

Description

Join the Workforce Planning Advanced Analytics team as a Senior Analyst supporting strategic initiatives across the Best-in-Class WFM Portfolio by automating data processes and building tools that improve forecasting, reporting, and operational efficiency.

In this role, you'll automate the mining, manipulation, and integration of call center data and workforce forecasts, and create the views, dashboards, and solutions that validate forecasts and track staffing-model accuracy. You'll deliver tools that streamline daily processes for Workforce Planning, reporting to the Staffing Sophistication Portfolio Director and partnering closely with leaders across Service Capacity Planning and Forecasting. You'll also have the opportunity to collaborate with leaders in Workforce Planning, Data Science, and Service Analytics & Enablement. This is a chance to contribute to a highly visible roadmap while helping drive greater accountability, insight, and operational excellence across Workforce Planning.

This position may have in-office requirements depending on candidate location.

What you'll do

• Automate & integrate: Build automated processes to mine, manipulate, and integrate call center data and workforce forecasts, reducing manual effort and improving data reliability.
• Validate & track: Create dashboards and reporting views that validate forecasts and track staffing-model accuracy over time.
• Streamline operations: Design and deliver tools that simplify and speed up daily workflows for the Workforce Planning team.
• Partner & collaborate: Work closely with Service Capacity Planning, Forecasting, Data Science, and Service Analytics & Enablement to align on priorities and surface insights.

You'll love this job if you enjoy

• Digging into data to find the "why" behind the numbers
• Automating away repetitive, manual work
• Building tools and dashboards that people actually use
• Cross-functional collaboration with planning and analytics leaders
• A fast-paced environment with high visibility into business outcomes

Ideal experience includes

• Intermediate SQL and Snowflake skills
• Familiarity with Python
• Experience working with service or call center data
• Experience with Calabrio, IEX, Twilio, or Avaya data (a plus)
• Intermediate reporting and dashboard-building skills, including Excel and PowerPoint
• An inquisitive, collaborative mindset and comfort working across teams
• Strong attention to detail and a bias toward operational accuracy

What you'll gain

• Hands-on experience automating and scaling workforce forecasting processes
• Exposure to a highly visible roadmap within Workforce Planning
• Relationships and collaboration across Data Science, Service Analytics, and Capacity Planning
• A strong foundation in service/call center data and staffing-model validation
• Visibility into how data-driven insight shapes operational decision-making

Qualifications

• Bachelor's Degree plus a minimum 3 years, typically 4 or more years of experience, or equivalent, is required.
• Mathematics, Economics, Statistics or other quantitative field are preferred fields of study.
• Advanced knowledge of data sources, tools, statistical principles and methodologies, and techniques.
• Advanced proficiency in Excel (VBA, macros, scripts, formulas, data visualization, etc.), PowerPoint, and statistical software packages (SAS, Emblem).
• Must have good planning, analytical, decision-making and communication skills. Solid understanding of business to improve business outcomes.

Employees may apply for a new role after completing 12 months of employment in their current position.

Employees should review all role requirements and apply only for positions for which they are eligible. Hiring processes may vary by country, including differences in procedures, requirements, and timelines.  For country-specific details, please consult your local recruiting / HR team.

Travel

10%