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