Contact Center Workforce Data Analyst

DO WHAT YOU LOVE! Unique Vacations, Inc. – an affiliate of the worldwide representative for Sandals Resorts and Beaches Resorts – is seeking a forward-thinking Contact Center Workforce Data Analyst to join its remarkable Miami‑based, in‑house team. WHO ARE WE? Unique Vacations, Inc. is an affiliate of the worldwide representative of Sandals Resorts and Beaches Resorts. We provide exclusive marketing, public relations, advertising, promotions, and creative services to showcase the Luxury Included experience that guests have adored for 40 years. We are devoted to our customers, vendors, and our most precious commodity – our team. When you do what you love, you will be empowered to create the future that you want. APPLY, CREATE, IMPACT If you’re ready to make an impact on one of the world’s most renowned hospitality brands, we invite you to apply for the Contact Center Workforce Data Analyst via our career portal: JOB DESCRIPTION We are seeking a highly analytical and data‑driven Contact Center Workforce Data Analyst. This role will focus on leveraging data insights to enhance contact center workforce efficiency, optimize scheduling, and drive operational improvements. The ideal candidate will have experience in workforce analytics, forecasting, and reporting, with strong proficiency in BI tools and data visualization. JOB ROLES AND RESPONSIBILITIES Strong understanding of contact center technology capabilities, including channels, self‑service, agent tools and support functions (quality management, workforce management, knowledge management, training, etc.) Strong understanding of contact center operations, KPIs, and performance metrics such as service levels, occupancy, adherence, and productivity Build and maintain dashboards and data pipelines for contact center performance interval‑level reporting, using tools like SQL, Power BI, Power Automate or Excel Identify trends and performance gaps to drive operational improvements WORKFORCE OPTIMIZATION Support forecasting of call volume, workload, and staffing needs based on historical trends and business growth Work closely with Workforce Planning teams to optimize scheduling, shift bids, and intraday management strategies Analyze agent performance data to improve efficiency, utilization, and staffing alignment PROCESS IMPROVEMENT & STRATEGIC INSIGHTS Collaborate with cross‑functional teams to identify process inefficiency and propose data‑backed solutions Provide insights and recommendations on staffing strategies, capacity planning, and workload balancing Assist in the automation of workforce reports and analytics processes to increase efficiency Work closely with the Director of Workforce Management to drive strategic initiatives and process improvements TECHNOLOGY & TOOLS MANAGEMENT Work with Contact Center tools such as Cisco Webex Contact Center, Calabrio and NICE to improve workforce strategies Ensure data accuracy and integrity across workforce management systems Serve as a key liaison between business units, technical teams, and external partners to ensure seamless communication and project execution DATA ANALYSIS AND MODELING Utilize advanced analytics techniques to explore and analyze complex datasets, identifying patterns, trends, and relationships Develop statistical models and machine learning algorithms to solve business problems, optimize processes, and improve decision‑making Apply data mining and visualization techniques to transform raw data into meaningful insights and reports COMPETENCE REQUIREMENTS Experience with Contact Center and Workforce Management platforms (Calabrio, NICE, Cisco Webex CC) and contact center metrics Strong SQL and Power BI (DAX, data modeling, row‑level security); Excel proficiency API integration experience Excellent problem‑solving skills and ability to think analytically Effective communication and presentation skills, with the ability to explain complex concepts to non‑technical stakeholders Ability to work effectively in a team environment and manage multiple projects simultaneously Strong attention to detail and commitment to delivering high‑quality work Ability to travel internationally with periodic travel estimated at 20% EXPERIENCE Outlined below are the academic qualifications and length and type of experience deemed necessary by Unique Vacations Inc. to perform the role of IT Global Support Administrator competently. Education: Bachelor’s degree in Business Analytics, Computer Science, Statistics, Mathematics, or a related field Experience: Over 5 years of experience in Contact Center analytics and business intelligence, or a related field BENEFITS Health Dental Vision Employer paid life insurance, STD, and LTD Sick days Vacation days 9 Holidays Tuition assistance Parental leave 401K plan with a company match ADDITIONAL PERK After 6 months of continuous employment, you may visit the resorts we represent at a discounted rate. ABOUT UNIQUE VACATIONS Unique Vacations Inc. is an affiliate of the worldwide representative of Sandals and Beaches Resorts, exclusively providing marketing, public relations, advertising, promotions, and creative services to showcase the Luxury Included experience that guests have adored for 40 years. Our headquarters is located in sunny South Florida, a hop, skip, and a jump from the glorious Caribbean islands. Learn more about the brands we represent at and #J-18808-Ljbffr