CDI Inc., is looking for qualified candidates to fill the role of Workforce Data Analyst. It is expected to be 10 month+ assignment. This would be a W2 position with our company, CDI, and you would work onsite at our client’s location in San Jose, CA. Please review the project description provided, and let me know if this is something you might be interested in discussing further.

Workforce Data Analyst

The Workforce Data Analyst will work under the direction of the Vendor Leads. The analyst will produce reporting on call center statistics such as service level, utilization, scheduling efficiency/line adherence, and shrinkage using ACD/telephony reporting systems. Work with vendor WFM teams to ensure alignment on staffing strategies. Administer WFM software and help to ensure that vendors are utilizing tools optimally, and assist vendors with questions and troubleshooting of WFM software.

Top 3 Daily Responsibilities: 1) Assist WFM Leads with reporting needs. Produce accurate and efficient reporting on a daily, weekly, and ad-hoc basis on operational metrics using Automatic Call Distributor (ACD) and Workforce Management (WFM) reporting tools. Contribute data and key insights on KPIs as needed 2) Maintain updated WFM and vendor data: headcount, shrinkage, and attrition figures for headcount modeling and reporting 3) Assist with the administration of Verint Forecasting and Scheduling tool. Troubleshoot and escalate vendor system issues

Additional Responsibilities:

• Identify intra-day staffing adjustment opportunities to increase service levels and agent utilization
• Work with vendors to identify short-term service level risks for problem resolution and management notification
• Assist WFM Leads in building staffing strategies that support multi-site, multi-skilled agent contact centers
• Attend weekly WFM meetings with vendors to review historical performance and forecasted performance for upcoming schedule periods

Required Qualifications:

• Bachelor's Degree, Operations, Mathematics, Economics, Data Science, Cost Analysis and/or related discipline
• 3 years of data analytics or operations analysis
• 3 years of experience of Call Center analytics environment;
• 2 years in a Workforce Management (WFM) or reporting role.
• Strong analytical and reporting skills. Proven experience analyzing, interpreting and summarizing complex data as it relates to call center technologies.
• Must be proficient in Google Sheets/MS Excel.
• Experience presenting reports, forecasts, trends and recommendations to the team
• Excellent written, verbal, and interpersonal communication skills.
• Strong organizational skills, follow-through and demonstrated ability to multitask and meet deadlines.

Nice to have Qualifications:

Experience with one of the following systems: IEX, Verint, Blue Pumpkin or Genesys