Senior Workforce Analytics Analyst (Contact Center WFM)

Location: Richardson, Texas, United States; hybrid schedule with 3 days in the office

Salary: $80,000–$124,000 per year

Company

hirify.global is a large United States auto insurer and a member of the Berkshire Hathaway family, supporting contact center operations for more than 9,000 agents.

What you will do

• Collect, process, and analyze contact center operational data to identify trends and actionable insights.
• Perform root cause analysis of service-level failures, staffing challenges, and workforce performance issues.
• Create and maintain reports and dashboards using SQL, Power BI, Excel, PowerPoint, and related tools.
• Support predictive forecasting, staffing models, scheduling, intraday management, and long-term workforce planning.
• Define and analyze KPIs for workforce efficiency, service levels, productivity, and operational effectiveness.
• Recommend process improvements and support the integration of new WFM technologies and data processes.

Requirements

• Bachelor’s degree in Data Analytics, Workforce Management, Business Administration, or a related field.
• At least 4 years of experience in workforce analytics, contact center operations, or WFM-related roles.
• Proficiency in SQL, Power BI, Excel, and data analytics or visualization tools.
• Experience with AWS Connect, NICE, Alvaria, or similar workforce management platforms.
• Familiarity with predictive modeling, data mining, and statistical analysis.
• Strong critical thinking, problem-solving, communication, and prioritization skills.

Culture & Benefits

• Inclusive and collaborative work culture focused on shared success.
• Personalized development programs, mentorship, and certification assistance.
• Competitive pay, benefits, and flexibility supporting employee well-being.
• Innovation and integrity are emphasized in serving customers and improving operations.