Capacity Optimization & Analytics Lead

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Job Description

As a key member of the Quality Intelligence & Employee Optimization team, you will support strategic workforce planning and operational excellence by collecting, analyzing, and interpreting workforce and business operations data. You will help identify trends, manage quality assurance frameworks, forecast workforce needs, and provide actionable insights to improve organizational performance and workforce efficiency. Your work will enable data-driven decision-making and support enterprise-wide human capital initiatives. Additionally, you will play a critical role in supporting contact center resource management by analyzing call volume and quality trends, staffing models, and service level performance to optimize workforce allocation and ensure operational effectiveness

THE IMPACT YOU WILL MAKE

The Quality Intelligence & Employee Optimization Lead role will offer you the flexibility to make each day your own, while working alongside people who care so that you can deliver on the following responsibilities:

• Partner with business units to understand workforce-related challenges and operational needs.
• Analyze workforce data, including headcount, attrition, hiring trends, and productivity metrics, to identify patterns and opportunities for improvement.
• Collaborate with the Client Operations, Sales Process & Performance team to develop dashboards, reports, and models that support workforce planning and operational strategy.
• Provide insights and recommendations to leadership on workforce optimization.
• Translate complex data findings into clear, actionable insights for stakeholders across the organization.
• Support the development and implementation of workforce analytics tools and processes to enhance data accessibility and usability.
• Support contact center operations by analyzing call volume forecasts, agent scheduling, and real-time performance metrics to ensure optimal staffing and service levels.
• Design and implement standardized quality frameworks to ensure consistency, drive actionable insights and excellence across all client-facing teams.

• At least 4 years of relevant experience in business analysis, workforce analytics, or operations.
• Bachelor's degree in business, Human Resources, Data Science, or a related field (or equivalent experience).
• Proficiency in workforce management tools (e.g., Verint) and contact center resource planning.
• Strong skills in data visualization, especially using Power BI and/or Tableau.
• Solid understanding of statistical methods and predictive modeling for workforce forecasting.
• Excellent communication skills with the ability to translate complex data into actionable insights.

• 6 years of relevant experience in business analysis, workforce analytics, or operations.
• Proven experience in capacity planning and modeling, including forecasting staffing needs and optimizing workforce allocation.
• Experience in capacity planning and modeling, including analyzing call volumes, staffing needs, and service level performance to optimize workforce allocation.