About this role
Who we are:
InteLogix is a leading provider of integrated solutions, utilizing cutting-edge technology to provide exceptional customer experiences. Our commitment to excellence and innovation has enabled us to redefine industry standards and create brighter futures for our clients and their customers. We are dedicated to making lives better through our empathetic customer engagement and advocacy for our clients' brands and reputations.
Key Responsibilities
• Build, automate and maintain daily, weekly and monthly WFM reports and dashboards (service level, AHT, occupancy, shrinkage, adherence, forecast accuracy).
• Extract and consolidate data from ACD, WFM, CRM and HR systems.
• Analyse trends and provide insight and recommendations to leadership.
• Ensure data accuracy, consistency and a single source of truth across reporting.
• Support ad-hoc analysis and business reviews.
• Maintain report documentation and definitions.
Required Qualifications & Experience
• 2+ years in reporting or data analysis, ideally in WFM or a contact centre.
• Strong understanding of contact centre and WFM metrics.
• Proven ability to turn raw data into clear, accurate reporting.
Technical Skills & Tools
• Advanced Excel (pivot tables, complex formulas).
• SQL and BI tools (Power BI / Tableau) strongly preferred; WFM and ACD reporting.
Key Competencies
• Analytical thinking · Data accuracy · Storytelling with data · Automation mindset · Attention to detail.
Success Metrics (KPIs)
• Report accuracy & timeliness · Degree of automation · Quality of insight · Stakeholder satisfaction.