Contact Center Planning & Analytics

Overview

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Description

Job Summary:

The Contact Center Planning & Analytics Lead is responsible for leading the analytical strategy and execution of workforce planning, forecasting, and performance insights for the contact center. This role combines deep analytical expertise with operational understanding to optimize staffing, improve efficiency, and enhance customer experience through data-driven decision-making. The individual will serve as the primary point of contact for internal WFM analytics, performance dashboards, and reporting automation across all contact center lines of business.

Primary duties and responsibilities:

Forecasting & Capacity Planning:

• Lead analysis for short-term, mid-term, and long-term contact volume and workload forecasting
• Develop and maintain capacity plans that balance staffing levels with identified goals
• Analyze operational KPIs including AHT, Occupancy, Shrinkage, and Conformance
• Deliver actionable insights on agent and queue performance trends to identify opportunities for optimization

Reporting & Automation:

• Design and automate WFM reports to improve visibility of key operational metrics.
• Lead efforts to standardize reporting definitions and ensure data accuracy and consistency across systems.
• Partner with IT and data teams to enhance reporting infrastructure and database integrity.

Strategy & Continuous Improvement:

• Drive analytical projects to improve forecast accuracy, scheduling efficiency, and real-time decision-making.
• Collaborate with Real-Time and Scheduling teams to optimize intraday adjustments and staffing strategies.
• Develop insights that influence strategic decisions in customer experience, staffing, and technology investment.

Leadership & Collaboration:

• Serve as a subject matter expert on workforce analytics methodologies and tools.
• Mentor analysts on advanced data techniques and WFM principles.
• Communicate complex findings clearly to non-technical stakeholders through visual storytelling and executive summaries.

Performance Analytics:

• Analyze operational KPIs including AHT, Occupancy, Shrinkage, and Conformance.
• Deliver actionable insights on agent and queue performance trends to identify opportunities for optimization.
• Develop and publish daily, weekly, and monthly performance dashboards using tools such as Power BI, Tableau, or Genesys Cloud Analytics.

Additional Duties as Assigned.

• Travel: Less than 10% of the time may be required.
• Work Type: Hybrid employee - splits time between working remotely and working in the office.
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Minimum Required Qualifications:

Education -

• Bachelor's degree in Statistics, Mathematics, Economics, Computer Science, Business Administration, or a related field

Experience -

• 5+ years of experience in workforce management, contact center analytics, or operations strategy.
• 2+ years in a leadership, senior analyst, or project lead role within a contact center environment.
• Hands-on experience with WFM platforms (e.g., Genesys Cloud WFM, NICE IEX, Verint)
• Proficiency with, Power BI / Tableau, and Excel (advanced level).
• Strong understanding of contact center metrics and forecasting models.

Knowledge, skills, and abilities (required):

• Strong analytical expertise in workforce management, forecasting, and capacity planning, with advanced proficiency in contact center metrics such as AHT, Occupancy, Shrinkage, and Conformance.
• Excellent communication and data storytelling skills to translate complex analyses into clear, actionable insights for non-technical and executive audiences.
• Proven ability to lead analytical initiatives, manage multiple priorities, and collaborate cross-functionally to optimize staffing efficiency and operational performance.

Preferred Qualifications Education -

• Master's degree in Statistics, Mathematics, Economics, Computer Science, Business Administration, or a related field

Experience -

• 8+ years of experience in workforce management, contact center analytics, or operations strategy.
• 5+ years in a leadership, senior analyst, or project lead role within a contact center environment.

Knowledge, skills, and ability requirements (preferred):

• Advanced knowledge of statistical modeling, predictive analytics, or programming languages (Python, R) to enhance forecasting precision and data automation.
• Experience leveraging cloud-based data environments (e.g., Azure, Snowflake) and applying process improvement methodologies such as Lean Six Sigma.
• Strong project management and leadership abilities, including mentoring analysts and driving cross-functional analytics initiatives.
• Demonstrated ability to align analytical strategy with enterprise goals, influence data-driven decision-making, and present findings persuasively to senior leadership.

PHYSICAL REQUIREMENTS (Medium Max 25lbs): up to 25 lbs., 0-33% of the work day (occasionally) Lifting 25 lbs. max; Carrying of objects up to 25 lbs.; Occasional to frequent standing & walking, Occasional sitting, Close eye work (computers, typing, reading, writing), Physical demands may vary depending on assigned work area and work tasks. ENVIRONMENTAL FACTORS: Factors affecting environmental conditions may vary depending on the assigned work area and tasks. Environmental exposures include but are not limited to: Blood-borne pathogen exposure, Bio-hazardous waste chemicals/gases/fumes/vapors, Communicable diseases, Electrical shock, Floor Surfaces, Hot/Cold Temperatures, Indoor/Outdoor conditions, Latex, Lighting, Patient care/handling injuries, Radiation, Shift work, Travel may be required. Use of personal protective equipment, including respirators, environmental conditions may vary depending on assigned work area and work tasks.