WFM Business Intelligence Analyst

Description

Summary of This Role

The WFM Business Intelligence Analyst will be the analytical engine driving optimal resource allocation and operational efficiency across the entire service ecosystem, encompassing both back office and contact center operations. This role is responsible for transforming complex workforce and operational data into actionable, insightful business recommendations for executive and operational stakeholders. The Analyst will bridge the gap between WFM principles, business strategy, and data science to enhance service delivery, drive cost efficiency, and improve customer and merchant experience.

What Part Will You Play?

• Partner with WFM Forecast/Capacity Planner:
• Utilize the Capacity Planner’s validated long-term demand and staffing models to conduct high-level, strategic scenario planning and cost-benefit analysis for executive review.
• Evaluate the accuracy of the volume and staffing forecasts against operational results (MAPE analysis) and provide insights on potential business drivers causing variances (e.g. market trends, competitor activity) not captured in the core forecast.
• Translate capacity constraints (identified by the Planner) into strategic business risks and opportunities for senior stakeholders.
• Partner with Data Analyst (Reporting/BAU Stats):
• Leverage the daily, weekly, and agent-specific BAU reports as the foundation for broader, portfolio-level analysis.
• Collaborate to ensure reporting standards, data definitions, and KPIs are consistent between the operational reports and strategic BI dashboards.
• Identify opportunities to streamline and automate existing BAU reporting by integrating source data into the central BI ecosystem, freeing up the Data Analyst to focus on frontline support.
• Partner with Business Stakeholders:
• Use consolidated BI outputs to communicate operational performance, efficiency gains and resource alignment to stakeholders in the back office and contact center LOBs, driving adoption of WFM recommendations.
• Conduct in-depth analysis of high-level WFM and operational metrics across all portfolios (back office and contact center) to identify strategic trends and efficiency opportunities.
• Analyze key business drivers to provide domain-specific WFM and capacity insights, focusing on the P&L impact of operational changes.
• Conduct “deep dive” root cause analysis that extends beyond daily stats (provided by the Data Analyst) to explain why trends are occurring and what the strategic response should be.
• Leverage the short/long-term forecasts provided by the Capacity Planner to build financial and operational “What-If” scenarios (e.g. impact of a 10% AHT reduction vs a 5% volume spike).
• Develop data models to assess the business value of resource strategies, such as cross-skilling agents between merchants and issuing queues or implementing new back-office workflow tools.
• Provide strategic, data-driven recommendation on staffing model adjustments, organizational design, and process re-engineering for senior leadership.
• Design, develop, and automate robust strategic BI dashboards (using tools like Power BI, Tableau, etc) that clearly visualize integrated WFM and business metrics.
• Ensure data governance by validating the accuracy of the source data used by the Capacity Planner and the Data Analyst for official reporting, maintaining a single source of truth for all WFM metrics.
• Translate complex analytical findings into clear, concise narratives and executive presentations.

• 3+ years of experience in a Workforce Management, Business Intelligence, or Analytics role, with a strong preference for experience in a large-scale Contact Center and/or Back Office operations.
• Domain Knowledge:
• Solid understanding of WFM methodologies (forecasting, scheduling, real time management) and proficiency in the merchant acquiring and card issuing domain is highly desirable.
• Technical Skills:
• Expert proficiency in SQL for complex data querying and data preparation.
• Expertise in data visualization and dashboard development using tools like Tableau, Power BI, or similar.
• Experience working with large datasets from WFM platforms (e.g, Genesys, Talkdesk, AWS, NICE, Verint) and operational systems.
• Soft Skills:
• Exceptional analytical and problem-solving abilities with a passion for data storytelling.
• Excellent written and verbal communication and presentation skills; ability to articulate complex concepts simply and convincingly to executive leadership.
• Proven ability to work collaboratively with cross-functional teams and manage multiple priorities in a fast-paced environment.
• Open to work in the morning, mid and graveyard shifting schedules.
  
  

• Bachelor’s degree in Business Administration, Finance, Mathematics, Data Science, or a related quantitative field.
  
  

• Skills / Knowledge - As a highly skilled specialist, contributes to the development of concepts and techniques. Completes complex tasks in creative and effective ways. Ensures tasks of team are competed in a timely manner.
• Job Complexity - Consistently works on complex assignments requiring some independent action and a high degree of initiative to resolve issues. Makes recommendations for new procedures. Oversees a team and coordinates daily work covering multiple assignments.
• Supervision - Determine methods and procedures on new assignments with some independence. Often acts as a facilitator for group. Is formal team leader.
• Technical - Excel, Access, Workforce Management System , Avaya/Genesys Call Management System, Hyperion Budgeting Software