Workforce Business Analyst

The Analyst - Workforce Business is responsible for driving operational efficiency, queue health, and SLA achievement through real-time platform monitoring, schedule optimization, and data-driven performance analytics. Acting as a strategic liaison between BPO leadership and client stakeholders, this role translates complex workforce and internal system data into actionable insights, mitigates backlog risks, and designs process improvements to ensure seamless service delivery.
📍 Location: Santiago & Santo Domingo, Dominican Republic
What You’ll DoPlatform & Queue Management: Oversee contact center platforms and internal product systems, monitoring real-time dashboards, queue health, backlog volume, and order-level SLA metrics.Performance Reporting & Insights: Synthesize WFM and internal product data to generate comprehensive intraday, daily, and business review (WBR/MBR/QBR) reports on agent utilization and SLA commitments.Real Time Schedule Optimization: Create, validate, and adjust daily schedules in real time—managing breaks, offline time, and skill assignments—to match forecasted demand and maximize agent adherence.Stakeholder & BPO Liaison: Act as the central communication link between client and BPO leadership, providing timely updates on operational risks, absenteeism, and queue status.Incident Escalation & Process Improvement: Troubleshoot system or routing issues, escalate critical performance risks, and recommend data-driven corrective actions to optimize operational strategy.
What We’re Looking ForDesireable Bachelor Degree in System Engineering. Techquinal Degreee in Data Science6 months - 1 year of experienceHigh-intermediate English (written and spoken)Organizational SkillsProficient in Microsoft Office applicationsSpreadsheet ProfeciencyAnalysis Skills
Why Join CCD?Be part of a growing, high-performance organizationOpportunity to influence talent development and business resultsCollaborative environment with strong cross-functional exposureContinuous growth and leadership development opportunities
📩 Ready to empower the next generation of talent? Apply now or share your profile with us!