Data Analyst – Contact Center (WFM Specialist)

About the role

We are looking for a detail‑oriented Data Analyst with strong Workforce Management (WFM) experience to support our contact centre operations. The role combines data analysis, reporting and real‑time monitoring to drive performance, efficiency and an excellent customer experience.

Key responsibilities

• Analyse large datasets to uncover trends, patterns and insights related to call centre performance.
• Build and maintain interactive dashboards and regular reports using Power BI or Tableau.
• Produce daily, weekly and monthly KPI, SLA and service‑level reports.
• Forecast call volumes, workload and staffing needs; create and manage scheduling plans.
• Conduct real‑time monitoring of operations, adjusting resources as required.
• Analyse shrinkage, occupancy and adherence metrics to improve efficiency.
• Identify process inefficiencies and propose data‑driven improvements.
• Extract, clean and manipulate data using SQL and Excel, ensuring data quality.
• Automate reporting processes where possible.

Required profile

• Bachelor’s degree in Data Analytics, Statistics, Mathematics, Business or a related field.
• At least 2 years of data analysis experience in a contact‑centre environment.
• Proven experience in Workforce Management – forecasting, scheduling and real‑time monitoring.
• Strong analytical, problem‑solving and communication abilities.

Required skills

• Power BI or Tableau
• Microsoft Excel (pivot tables, VLOOKUP, macros)
• SQL
• Python (optional)
• WFM tools such as NICE, Verint, Aspect or Genesys