Lead-Workforce Analytics

Company Description

Artificial Intelligence. Automation. Cloud Engineering. Advanced Analytics.
For Enterprises, these are key factors of success. For us, they're our core expertise.
We work with global iconic brands. We bring them a unique value proposition through market-leading technologies and business process excellence. At the heart of it all is Digital Engineering - the foundation that powers rapid innovation and scalable business transformation.
We've created 363 unique and independent inventions, 250 of which are AI-based and rolled up under several patent grants in critical technologies. Leveraging our advanced products and platforms, we drive digital transformation at scale, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless "as-a-service" model.
For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. With proven strategies and agile execution, we don't just enable change - we engineer digital outcomes.
Sutherland
Digital Outcomes.

Job Description

Sutherland is seeking an analytical and business-oriented professional to join us as a Lead - Workforce Analytics. We are looking for someone who can transform operational data into actionable business insights, develop automated reporting solutions, identify trends and root causes, and partner with Service Delivery leaders to support data-driven decision-making.

The ideal candidate combines strong reporting capabilities with business acumen, critical thinking, and the ability to influence operational performance through data analysis and strategic recommendations.

Key Responsibilities

• Serve as the program’s 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.
• Interpret complex datasets and provide actionable recommendations that support Service Delivery decision-making.
• Perform root cause analysis and proactively identify process gaps, reporting inconsistencies, and data quality issues.
• Monitor operational KPIs and develop early warning indicators to anticipate business risks.
• Validate data accuracy, integrity, and consistency across reporting sources.
• Identify opportunities to automate manual reporting processes and improve reporting efficiency through ETL and automation solutions.
• Partner with Operations, Workforce Management, Quality, Training, Finance, and other business stakeholders to support strategic initiatives.
• Present findings through executive dashboards, visualizations, and data storytelling.
• Maintain reporting documentation, governance, and reporting standards.
• Leverage data to influence operational decision-making by identifying improvement opportunities and recommending actions that enhance program performance.

Qualifications

• 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 within a BPO or Contact Center environment.
• Experience supporting Operations and Service Delivery through reporting, data analysis, and business insights.
• Advanced Microsoft Excel skills (Power Query, Pivot Tables, advanced formulas, and data modeling).
• Advanced Power BI development, including dashboard design and data visualization.
• Strong SQL skills required.
• Experience working with relational databases, ETL processes, and data validation.
• Experience with Power Automate, Python, or R is highly desirable.
• Strong analytical and critical thinking skills with experience in trend analysis, root cause analysis, KPI monitoring, and business recommendations.
• Knowledge of Contact Center operational metrics, including Productivity, AHT, ACW, Quality, Adherence, Occupancy, Attendance, Staffing, Forecasting, Collections, and other operational KPIs.
• Ability to identify reporting gaps, data inconsistencies, automation opportunities, and process improvements.
• Excellent verbal and written communication skills with the ability to present technical findings to business stakeholders.
• Strong organizational, stakeholder management, and prioritization skills.
• Detail-oriented with a continuous improvement mindset.

Additional Information

We are committed to fostering a diverse, equitable, and inclusive workplace where all employees and prospective staff are treated with respect and provided equal employment opportunities, regardless of race, color, religion, sex, national origin, age, marital status, disability, veteran status, or any other characteristic protected by applicable law.

At times, government agencies require periodic reports from employers on the sex, ethnicity, handicap, veteran and other protected status of employees. The purpose of this Administrative EEO Record is for statistical analysis only and is used to comply with government record keeping, reporting, and other legal requirements. Periodic reports are made to the government on the following information. The completion of the Administrative EEO record is optional. If you choose to volunteer the requested information, please note that all Administrative EEO Records are kept in a Confidential File and are not part of your Application for Employment or Personnel file. Please note: YOUR COOPERATION IS VOLUNTARY. INCLUSION OR EXCLUSION OF ANY DATA WILL NOT AFFECT ANY EMPLOYMENT DECISION.

Spanish version

Nos comprometemos a fomentar un entorno laboral diverso, equitativo e inclusivo donde todos los empleados y candidatos sean tratados con respeto y tengan igualdad de oportunidades laborales, independientemente de su raza, color, religión, sexo, origen nacional, edad, estado civil, discapacidad, condición de veterano o cualquier otra característica protegida por la ley.
En ocasiones, las agencias gubernamentales solicitan informes periódicos a los empleadores sobre el sexo, la etnia, la discapacidad, la condición de veterano y otras condiciones protegidas de los empleados. El propósito de este Registro Administrativo de Igualdad de Oportunidades en el Empleo (EEO) es únicamente el análisis estadístico y se utiliza para cumplir con los requisitos gubernamentales de registro, presentación de informes y demás obligaciones legales. Se presentan informes periódicos al gobierno con la siguiente información. Completar el Registro Administrativo de EEO es opcional. Si decide proporcionar voluntariamente la información solicitada, tenga en cuenta que todos los Registros Administrativos de EEO se guardan en un archivo confidencial y no forman parte de su solicitud de empleo ni de su expediente personal.
Tenga en cuenta: SU COOPERACIÓN ES VOLUNTARIA. LA INCLUSIÓN O EXCLUSIÓN DE CUALQUIER DATO NO AFECTARÁ NINGUNA DECISIÓN DE EMPLEO.