Resource Planning & Reporting Analyst

The Resource Planning & Reporting Assistant Manager is responsible for managing and analyzing data to enhance customer service operations resource allocation and operational performance. This role focuses on creating comprehensive reports with data visualizations and actionable insights to ensure efficient planning and high-quality delivery of operations within the Guest Experience team. The individual will work autonomously with multiple data sources, utilizing advanced tools and methodologies to support data-driven decision-making and operational excellence.

Job Scope

Data Analysis & Reporting

Develop detailed reports on operational performance and resource utilization using tools such as Power BI, Tableau, and Python. Present insights through visual storytelling and clear narratives.

Resource Planning

Create data-driven workforce and resource plans to optimize contact center operations and ensure adherence to KPIs. Identify opportunities for automation in reporting and resource planning processes, collaborating with technical teams to implement solutions.

Performance Monitoring

Continuously monitor operational and people performance, diving deep into data to uncover trends and provide actionable recommendations. Work closely with cross-functional teams, including technical and operational staff, to ensure high data quality and operational efficiency.

Strategic Projects

Support the identification of gaps in skills, training, and operational capabilities to drive strategic growth initiatives.

Documentation

Maintain meticulous records of data sources, methodologies, and outcomes to ensure transparency and continuity.

Minimum Requirements

• Bachelor's degree in Data Analytics, Engineering, Computer Science, or a related field.
• 5+ years in resource planning, reporting, or workforce management, preferably in a contact center or operational environment.
• Proficiency in SQL or similar database languages.
• Proficiency in Tableau.
• Advanced Excel and database management skills.
• Strong analytical and problem-solving abilities.
• Meticulous attention to detail and curiosity for identifying root causes.
• Fluency in English.
• Advanced certifications in Data Visualization, Workforce Management, or Business Intelligence.
• Experience in data storytelling, automation projects, and advanced reporting systems.