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Contact Center Workforce Data Analyst - Unique Vacations
Data Analyst
Analyze contact center workforce data to optimize staffing, improve performance, and support strategic planning using SQL, Excel, Tableau, and Python for forecasting and reporting.
About the role
Key Responsibilities
- Collect, clean, and analyze workforce and performance data from multiple sources to identify trends and insights.
- Develop and maintain dashboards and reports in Tableau to provide real‑time visibility to management.
- Build and validate forecasting models in Python/R to predict staffing needs and agent utilization.
- Collaborate with operations, HR, and IT to implement data‑driven solutions that enhance contact center efficiency.
- Present findings and actionable recommendations to senior leadership.
Requirements
- Bachelor’s degree in Data Science, Statistics, Business Analytics, or related field.
- 3+ years of experience in workforce or contact center analytics.
- Proficiency in SQL, Excel, Tableau, and Python (or R) for data manipulation and modeling.
- Strong analytical mindset with the ability to translate complex data into clear insights.
- Excellent communication skills and experience presenting to executive audiences.
Skills
data analysissqlexceltableaupython