Contact Center Workforce Data Analyst

Unique Vacations, Inc. - an affiliate of the worldwide representative for Sandals Resorts and Beaches Resorts - is seeking a forward-thinking Contact Center Workforce Data Analyst to join its remarkable Miami-based, in-house team.

Responsibilities

We are seeking a highly analytical and data-driven Contact Center Workforce Data Analyst to join our team
This role will focus on leveraging data insights to enhance contact center workforce efficiency, optimize scheduling, and drive operational improvements
Strong understanding of contact center technology capabilities, including channels, self-service, agent tools and support functions (quality management, workforce management, knowledge management, training, etc.)
Strong understanding of contact center operations, KPIs, and performance metrics such as service levels, occupancy, adherence, and productivity
Build and maintain dashboards and data pipelines for contact center performance interval-level reporting, using tools like SQL, Power BI, Power Automate or Excel
Identify trends and performance gaps to drive operational improvements

Skills

The ideal candidate will have experience in workforce analytics, forecasting, and reporting, with strong proficiency in BI tools and data visualization
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
Experience with Contact Center and Workforce Management platforms (Calabrio, NICE, Cisco Webex CC) and contact center metrics
Strong SQL and Power BI (DAX, data modeling, row-level security); Excel proficiency
API integration experience
Excellent problem-solving skills and ability to think analytically
Effective communication and presentation skills, with the ability to explain complex concepts to non-technical stakeholders
Ability to work effectively in a team environment and manage multiple projects simultaneously
Strong attention to detail and commitment to delivering high-quality work
Ability to travel internationally with periodic travel estimated at 20%

Benefits

💼 Health
💼 Dental
💼 Vision
💼 Employer paid life insurance, STD, and LTD
💼 Sick days
💼 Vacation days
💼 9 Holidays
💼 Tuition assistance
💼 Parental leave
💼 401K plan with a company match
💼 Additional perk: After 6 months of continuous employment, you may visit the resorts we represent at a discounted rate

Qualifications

Education: Bachelor's degree in Business Analytics, Computer Science, Statistics, Mathematics, or a related field
Experience: Over 5 years of experience in Contact Center analytics and business intelligence, or a related field

About Unique Vacations

Unique Vacations Inc. is an affiliate of the worldwide representative of Sandals and Beaches Resorts – exclusively providing, marketing, public relations, advertising, promotions, and creative services to showcase the Luxury Included experience, which the guests have come to adore for 40 years and counting for Sandals and Beaches Resorts.

Designed for couples in love, Sandals Resorts boasts 18 Luxury Included resorts located on the Caribbean’s best beaches in Jamaica, Bahamas, Barbados, Antigua, Curaçao, St. Lucia, St. Vincent and Grenada. The family-friend resorts for everyone, Beaches Resorts offers three magnificent locations in Jamaica and Turks & Caicos.

We are headquartered in sunny South Florida – a hop, skip and a jump from the glorious Caribbean islands.

Learn more about the brands we represent at www.sandals.com and www.beaches.com.