Senior Analyst, Workforce Analytics
Galderma
Summary
We are seeking a highly skilled and motivated Senior Workforce Analytics Analyst to provide advanced analytical support for our Contact Center Workforce Management (WFM) function. This role will leverage workforce data, analytics, and technology to optimize staffing strategies, strengthen workforce planning, improve operational efficiency, and enable data-driven decision-making. The Senior Workforce Analytics Analyst will partner closely with HRBPs, business leaders, and cross-functional teams to translate complex workforce and operational data into meaningful insights and actionable recommendations.
Job description
Workforce Analytics & Insights
- Collect, analyze, and interpret workforce and contact center operational data to identify trends, patterns, risks, and opportunities.
- Translate complex datasets into actionable insights that support workforce and operational decisions.
- Conduct root cause analyses related to service levels, staffing, capacity, productivity, and workforce performance.
- Identify emerging workforce trends and proactively recommend actions to improve operational effectiveness.
- Partner with stakeholders to develop and enhance predictive models that improve workforce forecasting and planning.
Workforce Planning & Forecasting
- Partner with WFM leaders to develop data-driven staffing and capacity models aligned with business objectives and operational requirements.
- Provide analytical support for short- and long-term workforce planning, forecasting, scheduling, and intraday management.
- Perform scenario modeling to evaluate the workforce implications of changes in demand, staffing, productivity, and business requirements.
- Identify opportunities to improve staffing efficiency, capacity utilization, productivity, and cost management.
- Support workforce forecasts and provide insights into potential staffing gaps, risks, and opportunities.
Reporting & Visualization
- Develop and maintain workforce reports, dashboards, and analytical tools using SQL, Power BI, Excel, PowerPoint, Workday, and other relevant technologies.
- Establish and maintain accurate, consistent, and reliable workforce metrics across reporting processes and data sources.
- Translate analytical findings into clear recommendations and executive-ready insights.
- Present complex information in a concise and understandable format for both technical and non-technical audiences.
- Identify opportunities to automate and improve workforce reporting and analytics.
Performance & Optimization
- Define, track, and analyze key performance indicators (KPIs) related to workforce efficiency, service levels, productivity, capacity, and operational effectiveness.
- Monitor performance trends and proactively identify risks, opportunities, and areas requiring intervention.
- Benchmark performance against internal targets and relevant industry standards to inform workforce strategies.
- Recommend process improvements that strengthen WFM operations and overall organizational effectiveness.
- Measure the impact of workforce initiatives and provide recommendations for continuous improvement.
Technology & Data Enablement
- Leverage Workday and workforce management/contact center platforms, including AWS Connect, NICE, Alvaria, or similar technologies, to support workforce analytics, forecasting, scheduling, reporting, and decision-making.
- Utilize Workday workforce and organizational data alongside operational data sources to develop integrated workforce insights and reporting.
- Utilize advanced analytics tools and enterprise data platforms to improve the accuracy, accessibility, and usability of workforce information.
- Support the implementation and integration of new tools, technologies, and processes that strengthen workforce analytics capabilities.
- Partner with HR, HRBPs, Technology, Operations, and business teams to improve data quality, reporting efficiency, and system capabilities.
- Identify opportunities to automate manual processes and increase the scalability of workforce analytics.
Requirements
- Bachelor's degree in Data Analytics, Business Analytics, Workforce Management, Business Administration, Statistics, or a related field
- Minimum of 4 years of relevant experience in workforce analytics, workforce management, contact center operations, business intelligence, or a related analytical role
- Demonstrated experience using workforce data and analytics to support operational and business decision-making
- Strong proficiency in SQL, Power BI, and Excel, with experience developing dashboards, reports, and analytical models
- Experience working with Workday, including workforce, organizational, and employee data for reporting and analytics
- Experience with workforce management or contact center technologies such as AWS Connect, NICE, Alvaria, or comparable platforms
- Working knowledge of forecasting methodologies, predictive modeling, statistical analysis, and data mining
- Demonstrated ability to integrate and analyze data from multiple sources and translate complex datasets into meaningful business insights
- Experience with data visualization, reporting automation, and analytical storytelling
- Strong analytical, critical-thinking, and problem-solving skills
- Ability to independently identify issues, analyze alternatives, and recommend solutions
- Strong business acumen and ability to connect workforce analytics with broader business and operational priorities
- Excellent written and verbal communication skills, including the ability to explain complex analytical concepts to diverse audiences
- Strong stakeholder management and collaboration skills
- Ability to influence decisions through data, insights, and fact-based recommendations
- Proactive and detail-oriented, with the ability to manage multiple priorities in a fast-paced and evolving environment
Benefits
- Medical, Dental & Vision
- 401(k) Matching
- Paid Time Off
- Annual Incentive Program
Company overview
Galderma S.A. is a Swiss pharmaceutical company headquartered in Zug, Switzerland, specializing exclusively in dermatology. Founded in 1981 as a joint venture between L'Oréal and Nestlé, the company has evolved into the world's largest independent dermatology company. Galderma focuses on three core business segments: Injectable Aesthetics, Dermatological Skincare, and Therapeutic Dermatology. The company offers a comprehensive portfolio of premium brands including Cetaphil, Restylane, Azzalure, Dysport, and Sculptra, serving patients and consumers in over 100 countries. With approximately 6,500 employees globally, Galderma maintains a strong research and development presence across six sites worldwide. The company went public in 2024 with an IPO on the SIX Swiss Exchange, marking a significant milestone in its growth trajectory. Galderma's mission is to advance dermatology for every skin story, combining scientific innovation with trusted partnerships with healthcare professionals to deliver superior outcomes for diverse skin needs.