Workforce Management Data Analyst

• Design, develop, and maintain operational reports, dashboards, and scorecards for Contact Center leadership
• Extract, analyze, and validate data from Salesforce and other business systems
• Create and automate recurring reports using advanced Excel functions, Power Pivot, and reporting tools
• Develop insights and recommendations based on performance trends, customer experience metrics, and operational KPIs
• Develop reporting and dashboards tracking sales performance, conversion rates, revenue generation, agent commissions, CSAT, FCR, productivity, and overall business effectiveness
• Develop and maintain daily call volume reporting
• Partner with Operations, Quality Assurance, and Leadership teams to identify reporting needs and deliver solutions
• Perform root cause analysis on performance variances and identify operational improvement opportunities
• Maintain data integrity and consistency across reporting outputs
• Document reporting processes, definitions, and methodologies
• Support reporting automation and business intelligence initiatives through Power BI and other visualization tools
• Prepare executive-level presentations and summaries communicating performance results and business insights
• Respond to ad hoc reporting and analysis requests from stakeholders

• Bachelor’s degree in Business, Finance, Statistics, Mathematics, Data Analytics, Information Systems, or a related field preferred
• 2+ years of experience in business analytics, data analysis, reporting, contact center analytics, workforce management analytics, or a related analytical role
• Advanced proficiency in Microsoft Excel, including hands-on experience with Power Pivot and Pivot Tables, is required
• Experience with Salesforce reporting and dashboard development required
• Experience with Power BI, Tableau, or similar business intelligence platforms preferred
• Experience working with large datasets and data validation processes
• Basic knowledge of SQL or database querying is a plus
• Familiarity with VBA is a plus, though not required
• Familiarity with AI-powered tools for reporting and data analysis is a plus
• Strong analytical and problem-solving skills with the ability to interpret large data sets
• Strong understanding of business and contact center metrics and reporting methodologies
• Excellent attention to detail and commitment to data accuracy
• Ability to translate data into actionable business recommendations
• Ability to confidently present and speak to data and reporting results in meetings
• Ability to manage multiple priorities and deadlines in a fast-paced environment
• Comfortable working independently in an async-first team environment
• Collaborative mindset with strong stakeholder management skills
• Proven experience working with US based business teams
• Excellent written and communication skills in English language
• Working 8 hours excluding breaks, including 4 core US hours overlap (7:30pm–11:30pm IST) and 4 flexible hours
• Quiet workspace and internet connection of at least 30 Mbps download / 10 Mbps upload

• Medical insurance
• Accident insurance
• Retiral benefits
• 12 company-paid holidays
• 2 flexible holidays
• Privilege/earned leave
• Casual/sick leave
• Paid maternity and paternity Leaves
• Weekly wellness events