Contact Center Data Manager

Job Summary

A company is looking for a Contact Center Data Manager for a remote position focused on managing workforce data and performance analytics.

Key Responsibilities:

• Manage WFM operations for multi-site contact centers, ensuring accurate forecasting and scheduling
• Analyze operational data to identify trends and recommend process improvements
• Develop and maintain performance dashboards and reporting tools for leadership

Required Qualifications:

• Bachelor's degree in Business Administration, Data Analytics, or a related field, or equivalent experience
• 5+ years of experience in workforce management for high-volume call centers
• Proficiency with WFM platforms such as Verint, NICE, or Aspect
• Advanced Excel skills and proficiency with data visualization tools like Tableau or Power BI
• Strong knowledge of forecasting methodologies and scheduling optimization best practices