Data Analyst IV

Data Analyst IV (Workforce Planning & CX Forecasting)

Apex Systems is currently hiring for a Data Analyst IV with a global media & entertainment client. This role supports omni-channel customer experience operations across outsourced contact center partners and plays a key part in forecasting, capacity planning, and strategic modeling to ensure operational scalability and strong customer outcomes.

Qualified candidates will have the following experience and skills:

• 7+ years of experience in Workforce Management, Forecasting, Capacity Planning, FP&A, or a related analytical discipline
• Strong background supporting outsourced/BPO contact center environments
• Deep understanding of CX metrics (AHT, SLA, ASA, Abandon Rate, Occupancy, Shrinkage, Productivity)
• Proven ability to build and maintain complex, driver-based forecasting and financial models
• Experience partnering with Finance on budgeting, forecasting, and variance analysis
• Advanced Excel and analytics skills; experience with WFM platforms and CX tooling preferred

Location: LA, NYC, ATL, SEA, DC

Pay Range: $60–$72.77/hr W2

Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.