New Business Intake Analyst performing client conflict searches and data entry for a leading law firm. Engaging in extensive research to support client matter management processes.
TC
Hybrid Senior Analyst, WFM Reporting – Analytics
Posted 2 months ago
About the role
- Senior Analyst managing WFM reporting and analytics at Disney's Viewer Experience team. Delivering data insights and supporting operational performance across global workforce management.
Responsibilities
- Develop and maintain daily, weekly, and monthly reports on key WFM metrics such as service levels, adherence, occupancy, and forecast accuracy.
- Design and manage interactive dashboards using NICE CXone, IEX, and BI tools to provide real-time visibility into operational performance.
- Analyze trends and anomalies in workforce data to identify opportunities for improvement and support business decisions.
- Work closely with WFM, operations, and leadership teams to understand reporting needs and deliver customized analytics solutions.
- Ensure data accuracy and consistency across reports and automate recurring reporting processes where possible.
Requirements
- Bachelor’s degree or equivalent experience in a related field
- 3 years of experience in reporting and analytics within a contact center or BPO environment
- 2 years hands-on experience with Excel, SQL, and BI tools such as Power BI or Tableau.
- Strong analytical skills with the ability to troubleshoot data discrepancies and optimize reporting processes.
- Experience in interpreting operational data and presenting insights to cross-functional teams.
Benefits
- Health insurance
- 401(k) matching
- Flexible work hours
- Paid time off
- Remote work options
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