Reporting Specialist - Project-based

As Reporting Specialist, you are responsible for ensuring the operational health and efficiency through advanced workforce analytics. Your mission is to design, maintain, and forecast operational performance across an evolving omnichannel environment.

Key Accountabilities

- Design, maintain, and validate a comprehensive set of KPIs tailored to all supported omnichannel platforms (voice and digital).

- Responsible for the forecasting of volumes and resource requirements, ensuring global alignment between projected demand and capacity.

- Monitor operational performance across all channels, ensuring that internal external operational teams align with global service standards.

- Translate business requirements into reporting needs and support reporting teams during change implementations.

- Analyze performance gaps and collaborate with stakeholders to implement process improvements that drive efficiency and resource optimization.

- Partners with applicable contacts (internal and external) to coordinate coverage for customer calls.

Key Skills and Experience

- Bachelor's degree in Statistics, IT or Business, or equivalent professional experience.

- Minimum 2 years of experience in Workforce Management, Forecasting, or Operational Analytics, preferably in a multi-channel environment.

- Expertise in KPI design and data validation; proficiency with WFM software and Salesforce is highly desired.

- Strong ability to identify trends and patterns within complex datasets across various communication platforms.

- Excellent ability to present data-driven insights to leadership and influence decision-making.

- Ability to work autonomously and adapt quickly to changes in a fast-paced, global environment.

- Fluent spoken and written English.