Analyst, Data Analytics and Insights

Job description

**Job Description** **Job Title: Analyst – Data Analytics & Insights** **The Purpose of the Role** WI Operations Analytics, part of the Operations Analytics Horizontal team, focuses on building scalable solutions in **demand planning and workforce optimization** . This role requires a technically strong individual with a passion for analytics who can drive **scale, efficiency, and data-driven decision-making** across the organization. **Role Responsibilities** - Forecast and provide strategic analysis of business demand (calls, work items, chats, etc.), including average handle time and key drivers, to support capacity planning at strategic, tactical, and intraday levels. - Identify and analyze key business drivers to improve forecast accuracy and staffing alignment. - Lead site-level volume and capacity discussions with call center leadership. - Develop and apply quantitative and predictive models (e.g., Time Series, Regression, driver-based modeling) to forecast volumes, response rates, handle times, and demand distribution across monthly, daily, and hourly intervals. - Produce and analyze key call center performance metrics, recommending improvements to enhance metric accuracy and effectiveness. - Simulate the impact of business initiatives on service levels, abandonment rates, staffing requirements, and operational efficiency. - Build and enhance next-generation simulation capabilities for call center performance optimization. **The Value You Deliver** - Collaborate with cross-functional research and analytics teams to deliver integrated solutions for workforce optimization challenges. - Apply data mining, statistical analysis, and predictive modeling techniques to solve business problems and improve outcomes. - Analyze data to uncover the “why” behind trends and provide actionable, data-driven recommendations. - Demonstrate strong quantitative and analytical skills, with the ability to interpret data and answer critical “so what” business questions using a consulting mindset. - Collaborate with US-based stakeholders, understanding business needs and delivering analytical insights for data-driven decision-making. **Technical Skills** **The skills that are key to this Role** - Strong foundation in statistics and quantitative analysis - Proficiency in SQL and relational databases - Hands-on experience with Python and/or R for statistical modeling and analytics **Analytical & Business Skills** - Strong analytical thinking and problem-solving ability - Ability to synthesize insights and communicate effectively through storytelling - Experience interpreting and working with large datasets **Behavioral Skills** - Excellent communication and presentation skills - Ability to work effectively with cross-functional teams and global stakeholders - Strong team collaboration and stakeholder management skills **How Your Work Impacts The Organization** This role supports **forecasting and workforce planning for WI call centers** . Given the high volume of customer interactions, the **accuracy of forecasts directly impacts staffing decisions** , operational efficiency, service levels, and overall customer experience. **The Expertise We’re Looking For** - Bachelor’s degree in Management, Operations, Statistics, Economics, Engineering, or a related field. - 1 to 3 years of relevant experience in analytics, with demonstrated expertise in data-driven decision-making. - Master’s degree in a relevant discipline is preferred and will be considered an added advantage. **Location:** Chennai **Shift timings** : 11 AM – 8 PM **Certifications** Category: Business Analytics and Insights