Data Analyst:
As a Data Analyst you act as a daily interface between the workforce management teams in the countries and the centralized global reporting team. You are responsible for the timely collection of data as well as its completeness and accuracy, performing quality checks and following up on missing, inconsistent, or inaccurate data. You prepare standard reports according to defined procedure. You contribute to the ongoing improvement of data collection and management.
- Collect and evaluate workforce management data for all accounts in one or more countries, checking for data completeness, accuracy and quality in line with established guidelines
- Follow up on data quality issues and ensuring correction in line with business rules, by liaising with leaders, real time analysts, schedulers and resource planners
- Observe patterns of non-compliance and data quality issues to assist in the identification and troubleshooting issues with sources or methods; perform ad-hoc review of specific issues
- Prepare and distribute periodic quality summaries according to established guidelines
- Prepare and distribute reports using established processes and tools
- Identify opportunities for improvement in tools, processes, and workflows
- Provide guidance around procedure compliance and reinforce training when new procedures or changes are introduced
- Giving support, focusing on customers, embracing technology, managing self-development
- N/A no people management accountabilities
- Knowledge of data management tools, including Microsoft Excel, Google Sheets, and Google Looker Studio
- Analytical and problem solving skills
- Ability to work in a fast paced environment
- Ability to work in a distributed environment with remote leadership
- 8+ months of work experience in contact center; workforce management experience is a plus
- High school degree or equivalent
- CEFR (oral/ written) B1-B2 English
