* Assist in the development and maintenance of workforce management reports and dashboards to track key performance indicators (KPIs) * Analyze workforce data to identify trends, anomalies, and opportunities for improvement in staffing levels and service levels * Support schedule optimization efforts by analyzing historical data and forecasting future staffing needs * Collaborate with cross\-functional teams to gather requirements and ensure alignment on workforce management objectives * Participate in the documentation of standard operating procedures and process improvements * Assists team with development of complex excel spreadsheets and query tools, automation formulas, and custom formatting of reports * Identifies opportunities for process improvement via SQL, Macro automation * Manage agent scheduling (i.e., shifts, training, vacation, meeting, overtime, off\-line work, exceptions, ) to ensure that daily service level objectives are met * Perform root cause analysis when action plans do not meet desired results * Complete and manage schedule exceptions/adjustments on a daily basis * Bachelor's degree in Business, Analytics, or a related field * English \- minimum B2 * 1\+ years of experience in data analysis or workforce management, preferably in a high\-volume environment * Strong analytical skills with the ability to interpret complex data sets * Proficiency in Microsoft Excel, including experience with pivot tables and advanced formulas **Preferred:** * Familiarity with workforce management software or tools * Experience with data visualization tools (e.g., Tableau, Power BI) is a plus * Knowledge of statistical analysis techniques and forecasting methods **Technical Skills and Relevant Technologies** * Proficient in Microsoft Excel and data manipulation techniques * Basic understanding of SQL for data querying and analysis * Familiarity with data visualization tools to create impactful reports * Excellent communication skills, both verbal and written * Detail\-oriented with strong organizational skills * Ability to work independently and as part of a collaborative team * Proactive mindset with a willingness to learn and adapt in a fast\-paced environment