Data Analyst

Overview

Data Analyst must demonstrate core competencies in working with Genesys Cloud Workforce Management. This role supports call center operations by leading call volume forecasting and staffing optimization efforts to ensure workforce resources are effectively aligned with customer demand. Leveraging Genesys Cloud, the Data Analyst will analyze historical trends, high demand drivers, and operational performance data to produce accurate forecasts and convert them into actionable staffing recommendations. The role utilizes Genesys Cloud performance metrics to improve service levels, reduce average call handle time (AHT), and enhance the overall customer experience. The Data Analyst partners closely with Call Center Operations, Customer Operations Analytics, and leadership to support data driven decision making, operational efficiency, and continuous performance improvement.The Data Analyst must operate effectively in a fast paced, dynamic environment, demonstrating strong organizational and prioritization skills. The role requires the ability to effectively prioritize competing tasks to ensure timely and accurate completion of deliverables, adapt quickly to shifting priorities while maintaining high quality analytical output, and manage multiple projects simultaneously, applying sound judgment to determine urgency, impact, and importance.

Responsibilities

Core Responsibilities

• Develop and maintain accurate call volume forecasts using historical trends, seasonality, workload drivers, and business impacts to support operational planning using Genesys Cloud
• Translate demand forecasts into staffing requirements to ensure appropriate coverage and efficient resource utilization across call center operations
• Monitor and analyze forecast to actual performance; identify variances and recommend corrective actions to improve forecast accuracy and service outcomes
• Optimize staffing strategies to improve service level attainment, reduce customer wait times, and minimize call abandon rates.
• Analyze average handle time (AHT) trends and operational drivers; partner with operations to identify efficiency improvement opportunities
• Evaluate the relationship between call demand, staffing, AHT, and service levels to support balanced and sustainable workforce plans.
• Provide data driven insights and staffing recommendations to call center leadership to support real time and long-term decision making
• Track and report on key workforce and call center KPIs, including service levels, AHT, occupancy, utilization, and forecast accuracy
• Support continuous improvement initiatives focused on enhancing call center performance and customer experience.
• Collaborate with Customer Operations, Data Analytics, and cross functional teams to align workforce planning with operational and customer service objectives.
• Ensure workforce management activities comply with Company policies, departmental standards, and applicable regulatory requirements.
  
  

Qualifications

Required Education/Experience

• Bachelor's Degree 2 years of relevant experience
• Associate's Degree 4 years of relevant experience
• High School Diploma/GED 5 years of relevant experience
  
  

Relevant Work Experience

• Proficiency in Genesys Cloud reporting, dashboards, and performance metrics, required.
• Knowledge of workforce management concepts, including forecast accuracy, capacity planning, shrinkage, occupancy, and utilization, required.
• Demonstrated experience developing short term and long-term call forecasts based on historical trends, seasonality, and demand drivers, required.
• Experience translating call forecasts into staffing and capacity recommendations to support service level objectives, required.
• Proven experience analyzing service levels, average handle time (AHT), volume variance, and other call center KPIs, required.
• Experience partnering with Call Center Operations, Analytics teams, and leadership to support data driven workforce decisions, required.
• Strong proficiency with Excel and reporting tools, including data analysis, modeling, and visualization, required.
• Experience working in a regulated or high-volume call center environment, required.
• Exhibits a deep commitment to excellence and a keen attention to detail, required.
• Ability to translate complex data into clear, actionable operational recommendations, required.
  
  

Licenses and Certifications

• Driver's License Required
• Other: Other:Advanced coursework or certification in workforce management, forecasting, statistics, or data analytics X Preferred
  
  

Additional Physical Demands

• The selected candidate will be assigned a System Emergency Assignment (i.e., an emergency response role) and will be expected to work non-business hours during emergencies, which may include nights, weekends, and holidays.
• Must be able to respond to Company emergencies by performing a System Emergency Assignment to restore service to our customers.