Position Title: Business Analytics Manager (WFMaaS)

Implement training programs to enhance team capabilities in advanced analytics

4. Advanced Analytics Implementation

Architect and implement sophisticated analytical models for workforce optimization

Lead the development of predictive or machine learning solutions for improved

forecasting accuracy

Design automated analytics pipelines for real-time decision support

Integrate advanced analytics capabilities into existing WFM systems

5. Stakeholder Management and Communication

Present complex analytical insights to C-level stakeholders and clients

Build and maintain strong relationships with client leadership teams

Lead analytics-focused client workshops and strategy sessions, as applicable

Manage escalations related to analytics implementations and results

6. Performance Analytics and Optimization

Track KPIs and metrics for WFMaaS performance measurement

Lead the analysis of cross-LOB workforce trends and patterns

Create predictive models for early identification of WFM-related performance issues

Design optimization strategies based on analytical findings

7. Innovation and Technology Leadership

Spearhead the adoption of emerging analytics technologies and methodologies

Lead proof-of-concept initiatives for new analytics solutions

Collaborate with IT and TDCX AI teams on technology integration

Drive the evolution of WFMaaS analytics capabilities

8. Other Duties and Responsibilities

Assumes and performs other duties and responsibilities not specifically outlined herein, but

which are logically and properly inherent to the position

Any other duties and responsibilities that may be assigned to you by the management

from time to time, within your category of employment in the organization and for the

effective implementation, maintenance and continual improvement of the Quality Management System

Job Requirements:

Bachelor's degree in Data Science, Business Analytics, Statistics, Applied Mathematics, or a

related quantitative field, preferred but not required ; or demonstrate equivalent

professional experience in analytics,

8+ years of experience in analytics, with at least 3 year of team lead or project

management experience

Solid background in statistical analysis, machine learning, and predictive modeling

Proficiency in ETL, analytics tools and programming languages (e.g., R, Python, SQL,

Alteryx, Knime, etc)

Expertise in data visualization tools (e.g., Tableau, Power BI, D3.js)

Strong foundational knowledge of statistical analysis and data visualization

Experience working with business intelligence tools and analytics platforms

Understanding of contact center operations and workforce management principles

Ability to communicate analytical insights to business stakeholders

Experience mentoring junior team members and coordinating project work





Demonstrated ability to translate business problems into analytical solutions

Responsibilities:

1. Strategic Analytics Leadership

Develop and execute comprehensive analytics strategies for WFMaaS clients

Lead the integration of advanced analytics solutions into WFMaaS offerings

Drive innovation in predictive modeling and machine learning applications for workforce

optimization (if applicable)

Collaborate with senior management to align analytics initiatives with business objectives

2. Client Analytics Portfolio Management

Oversee the development and maintenance of client-specific WFM analytics solutions

Lead the creation of advanced predictive models for client workforce planning

Design and implement scalable analytics frameworks for diverse client requirements

Drive the adoption of data-driven decision-making across clients vendor network

3. Team Leadership and Development

Lead a team of analysts/lead(s) (if applicable)

Set performance goals and develop the analytical capabilities of WFMaaS team

members

Foster a culture of innovation and continuous improvement

Department: Workforce Management

Reporting to: Business Analytics Manager (WFMaaS)

Company Summary:

Our vision is to be the preferred partner to high growth organizations and high performing individuals. Focusing on high end, high touch, and complex contact center applications and bringing solid sales and customer service expertise servicing some of the worlds most valuable

brands in the travel, luxury, finance, IT, and telecommunication sectors.

We specializes in generating high sales growth, improving call center performance and profit generating customer service. They offer outsourced solutions as much as in-sourced, co- sourced or consulting to help drive improvements.

key objective is to meet or exceed set targets and grow. Responsibilities:

1. Advanced Analytics Strategy

- Develop and implement a comprehensive analytics strategy for the WFMaaS function

- Identify key areas where advanced analytics can drive improvements in WFM processes

- Align analytics initiatives with overall business objectives and WFM strategies

2. Predictive Modeling and Forecasting

- Develop and maintain advanced predictive models for workforce demand and capacity

planning

- Enhance forecasting methodologies using machine learning and statistical techniques

- Conduct scenario analysis to support strategic workforce planning decisions

3. Performance Analytics

- Lead the analysis of WFM performance metrics and KPIs





- Identify trends, patterns, and anomalies in workforce data

- Develop recommendations for performance improvement based on analytical findings

4. Data-Driven Insights

- Translate complex analytical findings into actionable insights for WFM leadership

- Prepare and present analytical reports and recommendations to senior management

- Collaborate with Vendor Operations and LinkedIn Operations teams to implement data-

driven strategies

- Create impactful visual representations of analytical insights

5. Analytics Team Leadership

- Lead and mentor a team of WFM analysts (if applicable)

- Set performance goals and develop the analytical capabilities of team members

- Foster a culture of curiosity and continuous improvement in analytics practices

6. Cross-functional Collaboration

- Work closely with IT, AI, and other departments to ensure data quality and accessibility

- Partner with Vendor Operations and LinkedIn Operations teams to understand business

needs and align analytics efforts accordingly

7. Innovation in WFM Analytics

- Stay abreast of emerging trends and technologies in workforce analytics

- Pilot innovative analytical approaches to solve complex WFM challenges

- Drive the adoption of advanced analytics tools and methodologies within the WFM

function

8. Workforce Optimization

- Develop analytical models to optimize workforce allocation and scheduling

- Conduct analysis to improve employee productivity and engagement

- Use analytics to enhance real-time decision-making in workforce management

9. Other Duties and Responsibilities

- Assumes and performs other duties and responsibilities not specifically outlined herein, but

which are logically and properly inherent to the position

- Any other duties and responsibilities that may be assigned to you by the management from time to time, within your category of employment in the organization and for theeffective implementation, maintenance and continual improvement of the Quality Management Systems

Job Requirements:

- Bachelor's degree in Data Science, Business Analytics, Statistics, Applied Mathematics, or a

related quantitative field, preferred but not required ; or demonstrate equivalent professional

experience in analytics,

- 5+ years of experience in analytics; experience

- Strong background in statistical analysis, machine learning, and predictive modeling

- Expertise in ETL, analytics tools and programming languages (e.g., R, Python, SQL, Alteryx,

Knime, etc)

- Expertise in data visualization tools (e.g., Tableau, Power BI, D3.js)

- In-depth understanding of workforce management principles and metrics

- Excellent communication skills with the ability to translate complex analyses into business

insights

- Proven track record of leading successful analytics projects in a WFM or related field

📌 Business Analytics Manager and Expert- Workforce management only (Hyderabad)
🏢 Immense consultancy services
📍 Hyderabad