Workforce & Reports Analyst
Hyprwork
Date: 6 hours ago
City: Remote
Contract type: Full time
Remote
Offer: $800-$900
– Role Overview
Responsible for analyzing staffing levels, phone system performance, and operational data to ensure efficiency and provide decision-making insights.
Key Responsibilities
Workforce Management
Forecast call/chat/email volumes and staffing requirements
Create, maintain, and optimize schedules
Monitor real-time adherence and occupancy
Recommend staffing adjustments for peak/off-peak hours
Reporting & Analytics
Build and maintain daily/weekly/monthly performance reports
Analyze KPIs such as AHT, FCR, SLA, utilization, shrinkage, etc.
Generate advanced reports and dashboards in Google Sheets (with automation and integrations)
Develop and present reports in Looker Studio
Track and analyze Aircall and other phone system analytics
Support to Operations
Partner with Team Leads, QA, Training, and Sales to address gaps
Provide performance insights at rep, team, and campaign level
Support initiatives like PIP, compliance audits, and sales recovery tracking
Skills & Qualifications
Expert-level Google Sheets (formulas, pivot tables, macros, automation, API/data integrations)
Experience with Aircall analytics and other VoIP/phone system reporting tools
Proficiency in Looker Studio (dashboard creation and automation)
Strong analytical and problem-solving skills
Experience with BI/reporting tools (Power BI, Tableau, etc. is a plus)
Prior BPO / call center / sales operations experience preferred
KPIs for this Role
Accuracy of forecasts vs. actual staffing
On-time and error-free reporting delivery
Quality and usability of reports/dashboards in Looker Studio & Google Sheets
Insights provided that lead to measurable operational improvements
Efficiency in automating and streamlining reports
– Role Overview
Responsible for analyzing staffing levels, phone system performance, and operational data to ensure efficiency and provide decision-making insights.
Key Responsibilities
Workforce Management
Forecast call/chat/email volumes and staffing requirements
Create, maintain, and optimize schedules
Monitor real-time adherence and occupancy
Recommend staffing adjustments for peak/off-peak hours
Reporting & Analytics
Build and maintain daily/weekly/monthly performance reports
Analyze KPIs such as AHT, FCR, SLA, utilization, shrinkage, etc.
Generate advanced reports and dashboards in Google Sheets (with automation and integrations)
Develop and present reports in Looker Studio
Track and analyze Aircall and other phone system analytics
Support to Operations
Partner with Team Leads, QA, Training, and Sales to address gaps
Provide performance insights at rep, team, and campaign level
Support initiatives like PIP, compliance audits, and sales recovery tracking
Skills & Qualifications
Expert-level Google Sheets (formulas, pivot tables, macros, automation, API/data integrations)
Experience with Aircall analytics and other VoIP/phone system reporting tools
Proficiency in Looker Studio (dashboard creation and automation)
Strong analytical and problem-solving skills
Experience with BI/reporting tools (Power BI, Tableau, etc. is a plus)
Prior BPO / call center / sales operations experience preferred
KPIs for this Role
Accuracy of forecasts vs. actual staffing
On-time and error-free reporting delivery
Quality and usability of reports/dashboards in Looker Studio & Google Sheets
Insights provided that lead to measurable operational improvements
Efficiency in automating and streamlining reports
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