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 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.

• 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.