Software Engineer

Job Requirements
The Data Analyst is responsible for tracking, analyzing, and forecasting workforce and
operational metrics to enable efficient delivery across Deal Operations and QA functions.
This role ensures optimum capacity planning, utilization, and performance reporting,
while supporting leadership with insights to drive business decisions.
The analyst acts as a key enabler between Operations, QA, and Delivery leadership,
maintaining visibility into performance, volumes, and productivity across multiple workflows.
Key Responsibilities
Workforce Planning & Scheduling
Monitor and forecast volume trends, productivity, and staffing requirements
across workflows.
Create and manage rosters, shift schedules, and resource allocation ensuring
SLA adherence.
Track planned vs. actual capacity utilization and provide variance analysis.
Manage real-time queue monitoring to balance workloads across teams and
locations.
Data Analytics & Reporting
Maintain and publish daily/weekly/monthly dashboards covering key metrics (AHT,
SLA, FTR, QA Accuracy, Utilization, Adherence).
Analyze operational data to identify trends, bottlenecks, and improvement
opportunities.
Build and automate reporting templates in Google Sheets, Excel, Looker, or BI
tools.
Support WBR/QBR/MBR presentations with data insights and performance
narratives.
Governance & Insights
Collaborate with Operations and QA leads to set performance baselines and
forecast headcount needs.
Identify risks (volume spikes, absenteeism, underutilization) and recommend
mitigation plans.
Work Experience
2-5Years

Work arrangement
No