WFM Report Analyst

CallTek is seeking a detail-oriented and data-driven Workforce Reporting Analyst to support workforce management and operational performance through accurate reporting, analytics, and insights. This role focuses on analyzing workforce data, developing dashboards, and providing actionable insights to support strategic decision-making and performance optimization.

The ideal candidate is highly analytical, proficient in reporting tools, and experienced in interpreting workforce metrics within a call center or operations environment.

Key Responsibilities

• Develop, maintain, and automate workforce management reports, dashboards, and performance scorecards.
• Analyze historical and real-time workforce data to identify trends, gaps, and performance opportunities.
• Generate daily, weekly, and monthly operational reports for leadership and stakeholders.
• Monitor key performance indicators (KPIs) such as service level, occupancy, adherence, shrinkage, and productivity metrics.
• Provide insights and recommendations based on data analysis to support operational planning and workforce optimization.
• Partner with Workforce Management, Operations, and Leadership teams to ensure accurate reporting and data alignment.
• Ensure data accuracy, consistency, and integrity across reporting systems.
• Support forecasting and planning teams by providing analytical data and historical insights.
• Identify opportunities to automate reporting processes and improve reporting efficiency.

Qualifications:

• Proven experience in workforce reporting, data analysis, or business intelligence (preferably in a call center or BPO environment).
• Advanced Excel skills (pivot tables, Power Query, complex formulas).
• Experience with reporting and visualization tools (Power BI, Tableau, Looker, etc.).
• Strong understanding of workforce KPIs and operational metrics.
• Ability to translate complex data into clear insights for non-technical stakeholders.
• Strong attention to detail and commitment to data accuracy.
• Excellent communication and presentation skills.
• Ability to manage multiple reporting deadlines in a fast-paced environment.