Data Analyst

This is a fully remote position, open to applicants in Maine.

📋 Description

• Oversee comprehensive workforce management duties for designated accounts

• Partner with internal stakeholders in Operations and Client Services

• Create forecasts on a daily, weekly, monthly, and annual basis

• Assess forecast accuracy and offer proactive suggestions to reduce variances

• Cleanse forecast data on a weekly and monthly basis

• Advise on staffing levels for the contact center

• Anticipate staffing shortages and surpluses

• Monitor agent movement and turnover rates

• Report on agent adherence to schedules

• Analyze the impact of sourcing and attrition on both short-term and long-term forecasts

• Track and report on agent performance and productivity metrics

• Analyze and communicate operational KPIs

• Conduct in-depth root-cause analyses to comprehend variances and guide future planning

• Perform ad-hoc analyses related to operations and workforce

• Participate in internal team and program meetings, offering insights and recommendations

• Join external/client meetings to provide valuable insights

⛳️ Requirements

• Bachelor’s degree in Business, Economics, Mathematics, Statistics, or a related field

• Minimum of 3 years in an analytical capacity

• Strong analytical mindset with the ability to utilize data for business decision-making

• Excellent critical thinking and creative problem-solving skills

• Highly organized and efficient in task management

• Exceptional attention to detail

• Collaborative, patient, and empathetic when engaging with others

• Eagerness to learn a distinctive and evolving system

• Openness to receiving direction and implementing specific practices

• Capable of communicating effectively both verbally and in writing at all organizational levels and with clients

• Proficient in explaining technical concepts to non-technical audiences

• Advanced skills in Microsoft Excel

• Intermediate knowledge of SQL

• Ability to excel in a fast-paced, dynamic work environment

• Contact center experience is preferred, but not mandatory

🏝️ Benefits

• Full-time, exempt employment status

• Equal employment opportunities with nondiscrimination protections

• Flexibility for occasional weekend, evening, or holiday hours to accommodate client needs

• Potential for occasional travel, up to 5–10% of the time