Analyst, Data

About the role

As a Data Analyst, you will play an important role in transforming workforce management data into actionable business insights that support operational efficiency and strategic decision-making. You will be responsible for collecting, analyzing, and interpreting performance metrics while developing accurate reports and dashboards for internal teams and external stakeholders.

What you'll do

• Collect and analyze workforce data: Gather, organize, and interpret operational data related to call volumes, service levels, agent performance, workforce productivity
• Develop and maintain reporting solutions: Create, maintain, and publish comprehensive daily, weekly, monthly, and quarterly reports, dashboards
• Monitor workforce management metrics: Track and analyze key indicators, including shrinkage, attrition, graduation rates, Average Handle Time (AHT), occupancy
• Identify trends and opportunities: Analyze performance patterns, identify operational gaps
• Collaborate with cross-functional teams: Work closely with internal stakeholders, workforce management teams, customers

What you need

• 4–5 yrs of experience
• Dashboarding
• Power BI
• SQL
• Data visualisation
• Data analysis
• Excel
• B.Tech or B.E. or B.Sc or BCA

Good to have

• Tableau