Lead - Workforce Analytics

Sutherland
Colombia
Workplace: OnsiteFull timeFunction: Data Analytics & Business IntelligenceExperience: 2+ yearsEducation: bachelorsSkills: ["Analytical thinking","Critical thinking","Communication","Stakeholder management","Organizational skills"]

Transform workforce and operational data into actionable business insights. Own reporting and workforce analytics as the program subject matter expert, designing and automating dashboards, scorecards, and executive reporting. Analyze trends, anomalies, risks, and KPIs, validate data quality, and perform root-cause analysis to uncover process gaps. Partner with Operations, Workforce Management, Quality, Training, and Finance to improve program performance through data-driven recommendations.

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FursaFursa
Sutherland
Sutherland
1 day ago

Lead - Workforce Analytics

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Source: Company careers pageValidated by: Fursa AI
Last checked: 5 hours agoStatus: Live

Job Summary

Transform workforce and operational data into actionable business insights. Own reporting and workforce analytics as the program subject matter expert, designing and automating dashboards, scorecards, and executive reporting. Analyze trends, anomalies, risks, and KPIs, validate data quality, and perform root-cause analysis to uncover process gaps. Partner with Operations, Workforce Management, Quality, Training, and Finance to improve program performance through data-driven recommendations.
Location: Colombia
Workplace: Onsite
Employment Type: Full time
Job Function: Data Analytics & Business Intelligence
Seniority: Mid level

Key Responsibilities

  • •Serve as the program subject matter expert for reporting and workforce analytics.
  • •Design, develop, automate, and maintain operational reports, dashboards, and executive scorecards.
  • •Analyze operational data to identify trends, anomalies, risks, and business opportunities.
  • •Perform root cause analysis and proactively identify process gaps, reporting inconsistencies, and data quality issues.
  • •Partner with Operations and business stakeholders to support strategic initiatives and present insights via executive dashboards and data storytelling.

Key Requirements

  • •Bachelor’s degree in a relevant field such as Business Administration, Industrial Engineering, Statistics, Economics, Information Systems, Data Analytics, or similar.
  • •2+ years of experience in Workforce Management, Reporting, Business Intelligence, Business Analytics, or Workforce Analytics in a BPO/Contact Center environment.
  • •Experience supporting Operations and Service Delivery with reporting, data analysis, and business insights.
  • •Advanced Microsoft Excel skills, including Power Query, Pivot Tables, advanced formulas, and data modeling.
  • •Strong SQL skills and experience with relational databases, ETL processes, and data validation.
Experience:2+ yearsWorkforce analyticsWorkforce managementBPOContact center
Education:Bachelor's in Business Administration, Industrial Engineering, Statistics, Economics, Information Systems, Data Analytics (or related field)
Skills:Analytical thinkingCritical thinkingCommunicationStakeholder managementOrganizational skills
Languages:English
Tech Stack:Microsoft ExcelPower QueryPivot TablesPower BISQLRelational databasesETLData modelingPower AutomatePythonR

Company Brief

Sutherland
Global digital transformation and business process services firm offering AI, automation, cloud engineering, analytics and customer experience solutions to enterprises across industries.
Industry: Professional Services
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Funding: Private Equity Backed
Headquarters: Pittsford (Rochester), NY, United States
Founded: 1986
Glassdoor
Glassdoor: 3.5
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