Business Analyst

Customer Excellence Lisbon, Portugal


The Role

We are looking for a Workforce Business Analyst who will be responsible for data modeling and data development to support the global structure of Customer Excellence. Reporting to the Workforce Analytics Lead, you will work closely with the Workforce Global team to help cleaning all data models to ensure a faster and more efficient data analysis.

What you'll do

  • Create dashboards/reports adding analytical quality and experience
  • Create and manage data sources relevant for Customer Excellence teams
  • Develop new reporting and analytics data points for the global Workforce
  • Access and analyze data to generate workforce insights and make proactive recommendations;
  • Monitor and control performance metrics, working closely with the global workforce to anticipate potential impacts and risks, proactively reporting any target deviations;
  • Perform root-cause analysis to support business and workforce needs
  • Work closely with the global workforce team to make continuous improvements to the service levels
  • Explore and develop new models and data-driven solutions that improve the workforce

Who you are

  • Experienced in WFM and/or Data Analysis in a multi-channel service environment preferred
  • Experienced with data analysis software – Tableau or Looker preferred
  • Proficient at Microsoft Excel and SQL
  • Excellent communicator
  • Experienced with WFM/WFO preferred
  • Able to manage large volume of information
  • Highly analytical and strong at problem solving
  • Highly organized
  • Flexibility in schedule; must be available to work possible evenings, weekends and holidays when needed by global team