Job Description

Job Summary:

The Senior Analyst, WFM Reporting & Analytics is responsible for delivering accurate, timely, and actionable insights that support operational performance and strategic decision-making across the global workforce management ecosystem. This role involves designing and maintaining reports, dashboards, and data visualizations that track key WFM metrics. The analyst transforms complex data into clear, meaningful narratives for stakeholders, enabling informed decisions and continuous improvement.

Success in this role requires strong analytical skills, attention to detail, and technical proficiency in tools such as NICE CXone, IEX, Power BI, Tableau, Excel, and SQL. The ideal candidate has a minimum of 3 years of experience in reporting and analytics within a contact center or BPO environment.

Responsibilities and Duties of the Role:

  • Performance Reporting: Develop and maintain daily, weekly, and monthly repor...

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