Role 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 dailweeklymonthly dashboards covering key metrics AHT SLA FTR QA Accuracy Utilization Adherence Analyze operational data to dentify trends bottlenecks and improvement opportunitiesSupport WBRQBRMBR 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 nd recommend mitigation plans Track leave shrinkage and schedule adherence in alignment with business needs Key Deliverables Weekly and monthly workforce and performance dashboards Volume and headcount forecast accuracy 95 SLA compliance reportsturnaround utilization adherence Actionable insights for staffing optimization and performance improvement Qualifications Experience Graduate Postgraduate with 2 to 4 years of experience in WFM Data Analytics MIS Capacity Planning in a BPO or KPO setup Proficiency in Excel Google Sheets SQL Looker Power BI or Tableau preferred Strong analytical and quantitative reasoning skills Prior experience supporting Order Management Deal Ops or Quality teams is desirable Competencies Skills Advanced proficiency in data handling and visualization Ability to work in18x7 rotation shifts Strong mathematical aptitude and analytical mindset Excellent attention to detail and accuracy in reporting Ability to manage multiple priorities and deliver under tight deadlines Robust communication and stakeholder management skills Problem solving orientation with focus on automation and efficiency About Virtusa Teamwork quality of life professional and personal development values that Virtusa is proud to embody When you join us you join a team of 27 000 people globally that cares about your growth one that seeks to provide you with exciting projects opportunities and work with state of the art technologies throughout your career with us Great minds great potential it all comes together at Virtusa We value collaboration and the team environment of our company and seek to provide excellent minds with a dynamic place to nurture new ideas and foster excellence Virtusa was founded on principles of equal opportunity for all and so does not discriminate on the basis of race religion color sex gender identity sexual orientation age non-disqualifying physical or mental disability national origin veteran status or any other basis covered by appropriate law All employment is decided on the basis of qualifications merit and business need

📌 Da Kpo (Andhra Pradesh)
🏢 Virtusa Lifespaces India
📍 Andhra Pradesh