Data & Workforce Analyst at Calltronix Contact & Training Centre

Job Description:

• As a Data & Workforce Analyst, you will play a critical role in analyzing operational data, forecasting workforce needs, and providing strategic recommendations to elevate the performance of our contact centre.
• This role combines analytical expertise, strategic thinking, and effective communication to ensure optimal staffing, resource allocation, and superior service delivery.

Key Responsibilities:

Data Analysis & Reporting:

• Extract, analyze, and interpret data to uncover trends, patterns, and opportunities for improvement in contact centre operations.
• Develop and maintain comprehensive reports and interactive dashboards to deliver actionable insights to key stakeholders.

Workforce Management:

• Create precise forecasts for call volumes and staffing needs, leveraging historical data and predictive analytics.
• Design and manage flexible scheduling models to optimize workforce utilization while meeting service level agreements (SLAs).

Performance Monitoring:

• Continuously monitor real-time and historical data to track critical performance indicators (KPIs) such as average handling time (AHT), occupancy rates, and customer satisfaction scores.
• Identify performance gaps and provide evidence-based recommendations for immediate and long-term improvements.

Collaboration & Communication:

• Collaborate closely with team leaders, operations managers, and training teams to align workforce strategies with organizational goals.
• Present data-driven findings and strategic recommendations to stakeholders in a clear, concise, and impactful manner.

Process Optimization:

• Identify inefficiencies in contact centre processes and develop innovative solutions to enhance customer experience.
• Utilize automation and advanced tools to improve the accuracy and efficiency of forecasting and reporting processes.

Requirements:

Professional Experience:

• Degree in Data Analysis, Business Administration or related field.
• Ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail
• Ability to communicate call center data/forecasts to all levels of employees in an understandable fashion
• Ability to work independently with minimal supervision.
• Expertise in workforce management systems and data visualization tools (e.g., Tableau, Power BI) preferably in a contact centre environment is a plus Technical Proficiency:
• Intermediate knowledge of call center management and all related calculations
• Intermediate knowledge of various forecasting / scheduling software
• Strong knowledge of contact centre metrics and operations.

Soft Skills:

• Exceptional analytical and problem-solving skills with keen attention to detail.
• Excellent communication and presentation skills, capable of conveying complex data insights to diverse audiences.
• Proven ability to work both independently and collaboratively in a team-oriented setting.