WFM Report Analyst

CallTek is seeking a detail-oriented and data-driven Workforce Reporting Analyst to support workforce management and operational performance through accurate reporting, analytics, and insights. This role focuses on analyzing workforce data, developing dashboards, and providing actionable insights to support strategic decision-making and performance optimization.

The ideal candidate is highly analytical, proficient in reporting tools, and experienced in interpreting workforce metrics within a call center or operations environment.

Key Responsibilities

• Develop, maintain, and automate workforce management reports, dashboards, and performance scorecards.
• Analyze historical and real-time workforce data to identify trends, gaps, and performance opportunities.
• Generate daily, weekly, and monthly operational reports for leadership and stakeholders.
• Monitor key performance indicators (KPIs) such as service level, occupancy, adher...