Senior Wfm Analyst

Design, maintain, analyze and deliver a comprehensive suite of forecasting metrics for operational delivery platforms. Use business data and statistical methods to provide insight into business performance and suggest area and methods of improving operations. Play a key role in the validation and continual enhancement of current reporting processes and portfolio. Mentor and train junior team members. Includes ad-hoc reports as well as production level forecasting.
**Responsabilidades e atribuições**
Workforce planning and optimization**
- Define operational forecasting by generating predictive analysis using Data Science methods;
- Formulate mid to long term staffing plans for all of Operations;
- Evaluate optional plans by identifying outcomes and service level impacts;
- Help refine and improve accuracy of existing staffing plans;
- Evaluate and document process and process evolution;
- Adhere to all planning process requirements;
- Drive best practice sharing, efficiency increases, global standard setting and harmonization;
- Provide support for business cases calculation and budget assumptions;
- Execute operational plan based on the Strategic plan defined with Business Leaders (operations) and track their deliverables.
**Design, maintain, analyze and deliver various reports**
- Collaborate with Reporting team to review reports or data sources to ensure accuracy, integrity, appropriate interpretation, and high data quality;
- Prepare and issue instructions concerning generation, completion, and distribution of reports according to new or revised practices, procedures, or policies of reports management;
- Understand new system changes as they affect data, reports, and reporting systems;
- Extract data and manipulate/calculate/format it into presentable reports, charts, and graphs for management use;
- Analyze data and reporting solutions to understand business impact, correlations, discrepancies, and to propose changes/alternate solutions;
- Utilize various business intelligence software platforms and source systems to build dynamic reporting and analytical tools.
**Requirements gathering and business contact throughout organization**
- Participate in requirement gathering sessions, liaise with stakeholders, and document user requirements;
- Transform OPS management requests into technical requirements to ensure accuracy of the results;
- Provide training and documentation to all facets of the organization on self-serve reporting, data governance and KPIs;
- Manage intake and prioritization of requests for reporting and analytics.
**Requisitos e qualificações**
Job requirements**
- **College Degree**: preferably, in the disciplines of Computer Science, Math, Statistics or Business, coupled with at least 5 years of experience in a Data Science/Analyst or Business Intelligence Analyst;
- Preferred knowledge of call-center, customer service center or service operations environment;
- Advanced skill in using Windows MS Office, specifically Excel, PowerPoint, SQL Server, reporting presentation layers and BI tools with the ability to build complex reports and dashboards;
- Experience with MicroStrategy Desktop, Klipfolio or similar data visualization and presentation tools preferred;
- Experience with workforce management tools (Verint, Nice, Genesys, etc.) and Telephony platforms (Cisco, Avaya, Content Guru, etc.);
- Differential to have experience with Agile project concepts;
- ** Language required**: Spanish/English is a plus.