Reports and Workforce Analyst (BPO)

Job Description:

• Collect, clean, and analyze data from various sources, having an experience with Five9 cloud based contact center solutions is required in the role.

• Develop and maintain reports, dashboards, and visualizations to track performance metrics.

• Identify trends and insights to support business strategies.

• Ensure data accuracy and integrity in all reports.

• Collaborate with different teams to understand reporting needs and provide solutions.

• Automate reporting processes for efficiency.

• Provide recommendations based on data analysis.

• Support management with ad-hoc reports and deep-dive analyses.

• Analyze historical data to forecast call volumes, workload, and staffing needs

• Create and adjust agent schedules based on business demand.

• Monitor real-time adherence and performance to ensure efficiency.

• Identify and recommend process improvements for workforce management.

• Provide reports on workforce trends, service levels, and agent productivity.

• Collaborate with operations, HR, and management to optimize workforce strategies.

• Use workforce management (WFM) tools to track and manage agent schedules.

• Assist in capacity planning and business continuity planning

Qualifications:

• Bachelor’s degree in Business, Statistics, Computer Science, or a related field.

• Strong 4 to 5 years of relevant experience as Reports and Workforce Analyst using Five9 is required for the job.

• Proficiency in Microsoft Excel, SQL, Power BI, Tableau, or other reporting tools.

• Strong analytical and problem-solving skills.

• Attention to detail and data accuracy.

• Excellent communication skills for presenting data insights.

RECRUITMENT PROCESS

1. HR Interview (Virtual in Google Meet)

2. Panel interview with the hiring managers (virtual in Google Meet)