3 days ago

Lead - Workforce Analytics

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 2 hours agoStatus: Live

Job Summary

Lead workforce analytics to turn operational data into actionable insights for Service Delivery. Build and automate operational reports, dashboards, and executive scorecards, then analyze trends, anomalies, risks, and root causes. Monitor key KPIs and develop early warning indicators, validate data quality across sources, and streamline reporting via ETL and automation. Partner across Operations, Workforce Management, Quality, Training, and Finance to present findings through executive visualizations and data storytelling.

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 identify process gaps, reporting inconsistencies, and data quality issues.
•Monitor operational KPIs and develop early warning indicators to anticipate business risks while presenting findings to leadership.

Key Requirements

•Bachelor’s degree in Business Administration, Industrial Engineering, Statistics, Economics, Information Systems, Data Analytics, or a related field.
•2+ years of experience in Workforce Management, Reporting, Business Intelligence, Business Analytics, or Workforce Analytics in a BPO or Contact Center environment.
•Experience supporting Operations and Service Delivery with reporting, data analysis, and business insights.
•Advanced Microsoft Excel skills (Power Query, Pivot Tables, advanced formulas, and data modeling).
•Strong SQL skills with experience in relational databases, ETL processes, and data validation.

Experience:2+ yearsBPOContact centerWorkforce managementBusiness intelligenceReporting

Education:Bachelor's in Business Administration, Industrial Engineering, Statistics, Economics, Information Systems, Data Analytics (or related field)

Skills:Analytical thinkingCritical thinkingCommunicationStakeholder managementContinuous improvement

Languages:English

Tech Stack:Microsoft ExcelPower QueryPower BISQLRelational databasesETLPower 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: 3.5

Website LinkedIn Glassdoor

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Sutherland

3 days ago

Lead - Workforce Analytics

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 2 hours agoStatus: Live

Job Summary

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 identify process gaps, reporting inconsistencies, and data quality issues.
•Monitor operational KPIs and develop early warning indicators to anticipate business risks while presenting findings to leadership.

Key Requirements

•Bachelor’s degree in Business Administration, Industrial Engineering, Statistics, Economics, Information Systems, Data Analytics, or a related field.
•2+ years of experience in Workforce Management, Reporting, Business Intelligence, Business Analytics, or Workforce Analytics in a BPO or Contact Center environment.
•Experience supporting Operations and Service Delivery with reporting, data analysis, and business insights.
•Advanced Microsoft Excel skills (Power Query, Pivot Tables, advanced formulas, and data modeling).
•Strong SQL skills with experience in relational databases, ETL processes, and data validation.

Experience:2+ yearsBPOContact centerWorkforce managementBusiness intelligenceReporting

Education:Bachelor's in Business Administration, Industrial Engineering, Statistics, Economics, Information Systems, Data Analytics (or related field)

Skills:Analytical thinkingCritical thinkingCommunicationStakeholder managementContinuous improvement

Languages:English

Tech Stack:Microsoft ExcelPower QueryPower BISQLRelational databasesETLPower 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: 3.5

Website LinkedIn Glassdoor