Service Desk Analyst ensuring efficient technical support delivery at Ki's agile team. Log and resolve service requests while focusing on user satisfaction and team collaboration.
TC
Hybrid Senior Analyst, WFM Reporting – Analytics
Posted last month
About the role
- Senior Analyst managing WFM reporting and analytics at Disney's Viewer Experience team. Delivering data insights and supporting operational performance across global workforce management.
Responsibilities
- Develop and maintain daily, weekly, and monthly reports on key WFM metrics such as service levels, adherence, occupancy, and forecast accuracy.
- Design and manage interactive dashboards using NICE CXone, IEX, and BI tools to provide real-time visibility into operational performance.
- Analyze trends and anomalies in workforce data to identify opportunities for improvement and support business decisions.
- Work closely with WFM, operations, and leadership teams to understand reporting needs and deliver customized analytics solutions.
- Ensure data accuracy and consistency across reports and automate recurring reporting processes where possible.
Requirements
- Bachelor’s degree or equivalent experience in a related field
- 3 years of experience in reporting and analytics within a contact center or BPO environment
- 2 years hands-on experience with Excel, SQL, and BI tools such as Power BI or Tableau.
- Strong analytical skills with the ability to troubleshoot data discrepancies and optimize reporting processes.
- Experience in interpreting operational data and presenting insights to cross-functional teams.
Benefits
- Health insurance
- 401(k) matching
- Flexible work hours
- Paid time off
- Remote work options
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