Continuous Improvement Analyst II

At TE, you will unleash your potential working with people from diverse backgrounds and industries to create a safer, sustainable and more connected world.

• Prepare different kind of reports using SQL Genesys, Salesforce and other WFM tools.
• Ensure accurate and timely availability of WFM KPIs like Abandon Rate, Service Level, ASA, Occupancy, Shrinkage, etc.
• Partner with WFM teams to enhance forecasting, scheduling, and intraday management capabilities with better data visibility.
• Automate reporting and build data models to enable dashboards and predictive analytics.
• Ensure data accuracy, validation, and performance tuning of pipelines.
• Collaborate with cross-functional teams including IT, WFM, Sales Support, Training and Operations.

• 4+ years of experience in Workforce Management or Contact Center analytics.
• Proficiency in SQL knowledge and prepare different reports.
• Familiarity with contact center metrics.

Values: Integrity, Accountability, Inclusion, Innovation, Teamwork

We are looking for a highly skilled WFM analyst who brings together expertise in Workforce Management (WFM) KPIs, SQL database management.