As a Data Analyst at Gainwell, you are responsible for producing, validating, and distributing Workforce Management reporting that helps leaders understand service performance, workforce efficiency, forecast accuracy, adherence, productivity, and operational risk.
This role supports recurring WFM reporting, service performance reporting, agent-level reporting, report quality assurance, data presentation, and continuous improvement insights. It partners with operations, WFM, Finance, training, quality, technology, and global delivery teams to ensure reporting is accurate, timely, actionable, and aligned to business needs.
Mandatory Skills
- Bachelor's degree or equivalent combination of education and experience.
- 3+ years of workforce management, contact center, operational planning, reporting, analytics, or related customer experience operations experience.
- Demonstrated capability in supporting assigned work accurately, following established processes, and identifying risks early.
- Experience supporting WFM reporting, analytics, dashboarding, and data storytelling activities in complex, multi-site, omnichannel, back-office, healthcare, insurance, or BPO service environments.
- Strong analytical, critical-thinking, problem-solving, and decision-making skills.
- Excellent written and verbal communication skills with the ability to explain workforce insights to operational and non-technical audiences.
- Experience working in hybrid U.S./global delivery models or cross-functional operational environments.
- Working knowledge of Verint reporting outputs, Excel, Power BI at senior levels, and operational dashboards; NICE knowledge is also preferred but not required.
