Lead-Workforce Analytics

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 p artner 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.
• 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.

All your information will be kept confidential according to EEO guidelines.