Job Description
Inviting applications for the role of Business Analyst/Assistant Manager, WFM Reporting & Analytics
WFM Reporting & Analytics is responsible for building advanced reporting, performance dashboards, and analytical models that empower Workforce Management (WFM) teams across both Contact Center and BackOffice operations. This individual contributor role requires deep understanding of WFM metrics, strong analytical capability, automation mindset, and the ability to translate data into actionable operational insights.
Responsibilities
1. WFM Reporting & Dashboarding
Build, automate, and maintain daily/weekly/monthly WFM dashboards for Contact Center (AHT, SL%, ASA, Adherence, Shrinkage, Occupancy, Forecast vs Actual, Interval Performance) and Back Office (Productivity, SLA, TAT, Ageing, Workload Pipeline).
Own performance reporting for Forecasting, Scheduling, Capacity Planning, RTA, and Performance Governance teams.
Convert operational data into visually intuitive dashboards using Power BI, Tableau, or Qlik.
2. Analytics & Operational Insights
Conduct deepdive analysis on Contact Center KPIs (call patterns, staffing mismatch, interval performance, agent behavior, channel traffic).
Analyze Back Office queues for workload trends, productivity drivers, backlog behavior, and resource performance.
Identify root causes of SLA misses, shrinkage spikes, queue build-ups, or forecast variances.
Provide insights to improve efficiency, reduce cost-per-contact, and enhance customer/partner experience.
3. Data Governance & Quality
Partner with MIS, telephony, and operations teams to ensure data integrity from ACD/IVR systems, WFM tools (Verint, IEX, NICE), and workflow systems.
Standardize data definitions across Contact Center & Back Office WFM reporting.
Perform routine reconciliations, validations, and audit checks.
4. Stakeholder Collaboration & Requirements Gathering
Collaborate with WFM teams (Forecasting, Scheduling, RTA, Capacity Planning) and Ops leaders to understand reporting requirements.
Create scalable reporting solutions that meet business needs.
Provide insights during WBR/MBR/QBR reviews and contribute to performance improvement plans.
5. Automation & Process Optimization
Automate manual WFM processes using SQL, Power Automate, Python, or macros to reduce turnaround time and eliminate errors.
Build alerting systems for SLA breaches, staffing gaps, or performance deviations.
Continuously identify opportunities to optimize reporting workflows.
Qualifications we seek in you!
Minimum Qualifications
Bachelor's or Master's in Statistics, Analytics, Mathematics, Engineering, or Business Operations.
Preferred Qualifications/ Skills
Technical Skills
Ability to work with large datasets from ACD, WFM, and workflow systems.
BI Tools: Power BI, Tableau, Qlik.
Excel proficiency (advanced formulas, PowerQuery, VBA preferred).
Exposure to Python/R for advanced analytics (preferred).
Understanding of WFM processes for Voice, Email, Chat, and Back Office.
Operational Knowledge - Must Have
Strong understanding of Contact Center KPIs: SL, AHT, ASA, Abandonment, Occupancy, etc.
Knowledge of Back Office metrics: Productivity, Compliance %, SLA/TAT performance, Queue Ageing.
Familiarity with WFM tools (NICE/IEX/Verint) and ACD platforms (Genesys, Avaya, Amazon Connect, Five9).
Soft Skills
High attention to detail and data accuracy.
Good communication and stakeholder management skills.
Ability to independently manage priorities in a fast-paced environment.
Experience
Relevant years of experience in WFM Reporting, Contact Center MIS, Back Office analytics, or related BI/analytics roles.
Experience working in multichannel support environments (voice + nonvoice) is a strong plus.
Key Success Factors
Ability to independently build endtoend WFM reporting solutions.
Strong partnership with WFM, operations, and planning teams.
Deliver structured insights that drive workforce efficiency and cost optimization.