About the job
Join CallTek as a Workforce Management Reporting Analyst, where your analytical skills and attention to detail will drive our workforce management strategies and operational performance. In this pivotal role, you will delve into workforce data, create insightful dashboards, and deliver actionable insights to inform strategic decisions and enhance performance metrics.
The perfect candidate will possess a strong analytical mindset, be adept with reporting tools, and have a solid grasp of workforce metrics, particularly within a call center or operational setting.
Key Responsibilities
- Design, maintain, and automate workforce management reports, dynamic dashboards, and performance scorecards.
- Examine both historical and real-time workforce data to uncover trends, identify gaps, and pinpoint performance enhancement opportunities.
- Produce daily, weekly, and monthly operational reports for management and stakeholders.
- Track essential performance indicators (KPIs) including service levels, occupancy, adherence, shrinkage, and productivity metrics.
- Offer insights and recommendations grounded in data analysis to support operational strategies and workforce optimization.
- Collaborate with Workforce Management, Operations, and Leadership teams to ensure precise reporting and data consistency.
- Guarantee data accuracy, consistency, and integrity across all reporting systems.
- Assist forecasting and planning teams with analytical data and historical insights.
- Identify and implement opportunities to automate reporting processes and enhance reporting efficiency.

