We are seeking a detail-oriented and strategic
Data Analyst to support workforce optimization, operational performance, and system improvement initiatives. This role plays a key part in helping leadership make informed decisions by providing insights derived from data, performance trends, and system behavior.Responsibilities:
- Analyze data to support decisions around staffing, service level performance, and workload management.
- Develop reports and dashboards to visualize trends and performance on an intraday, weekly, and monthly basis.
- Forecast expected traffic volumes and staffing needs; run scenario models to support scheduling decisions.
- Monitor adherence to schedules and identify over- and under-performance.
- Conduct root cause analysis to identify drivers of operational variance and provide strategic recommendations.
- Continuously gather and maintain operational metrics such as call volume, abandonment, average handle time, and service level.
- Monitor real-time performance and identify areas for improvement.
- Present monthly performance reviews to stakeholders, highlighting trends, missed targets, and recommended actions.
- Plan for anticipated spikes in workload and develop mitigation strategies.
- Lead development of a customized workforce management application, including requirements gathering, documentation, and support.
- Collaborate with IT and business users to evaluate system improvements and resolve issues.
- Recommend and document process improvements based on system performance and user feedback.
- Create and maintain a Quality Control Plan to track performance results and implement corrective and preventive actions.
Qualifications:
- Proven experience in data analysis, operations, or workforce planning.
- Strong analytical and visualization skills using tools such as Excel, Power BI, or similar platforms.
- Experience supporting or developing custom applications and working with technical teams.
- Ability to interpret complex data and communicate findings to both technical and non-technical audiences.
- Experience in process improvement and quality control is preferred.
- Excellent communication, organization, and problem-solving skills.
TAYS Inc. is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.
85000.00 To 100000.00 (USD) Annually
