What is your mission? 

You will provide the best service to our partner brands by performing these tasks:

• Extract, clean, and analyze large workforce and performance data sets
• Develop and maintain reports, dashboards, and visualizations to track KPIs and trends
• Validate and prepare data for forecasting, scheduling, and capacity planning
• Conduct exploratory and trend analysis to identify key performance drivers
• Collaborate with project teams to support process improvements and automation
• Document data sources, transformation logic, and reporting standards
• Present insights and recommendations to stakeholders in a clear, business-friendly format
• Provide ad-hoc analysis support during project reviews and executive reporting

Who are we looking for?

• Bachelor’s degree in Statistics, Mathematics, Computer Science, Economics, or any related field
• 2–4 years of experience in data analytics or reporting, preferably in WFM or BPO environments
• Proficiency in SQL, Excel, and Google Sheets for data extraction and transformation
• Experience with BI and visualization tools such as Tableau, Power BI, or Looker
• Working knowledge of contact center and WFM metrics (AHT, SL, occupancy, shrinkage, adherence)
• Familiarity with ETL or automation processes for data integration and validation
• Exposure to WFM systems (IEX, Calabrio, NICE, Genesys, or similar)
• Excellent analytical, problem-solving, and attention-to-detail skills
• Strong communication and collaboration abilities — can explain data insights clearly
• Proactive and adaptable — comfortable working across multiple projects and priorities