Job Title: Team Lead – Analytics
Location: Pune (WFH Remote)
About the Role: We are looking for a Team Lead – Analytics to lead the day-to-day delivery of our contact-center analytics function. This is a hands-on player-coach role: you will manage a team of Business Analysts while partnering directly with business heads and senior leaders to turn their problem statements into dashboards, reports, and automated workflows that drive better business decisions. You will own the accuracy and timeliness of our recurring reporting, lead the automation of manual processes, and champion operations-efficiency projects. You will own day-to-day operations end to end; escalations are handled by the Manager – Analytics, to whom this role reports.
Key Responsibilities:
• Partner with business heads and senior leaders to understand their problem statements and recommend the dashboards and reports that will help them make better decisions.
• Analyze structured and unstructured data to build dashboards and reports that surface explicit, actionable insight for the operations team.
• Own the reporting calendar – ensure weekly, monthly, and quarterly reports to internal and external stakeholders are delivered accurately and on time, with zero delays, including ad-hoc requests.
• Identify repetitive, manual tasks and re-engineer them into automated workflows, driving toward a target of more than 90% automation.
• Lead, mentor, and develop a team of Business Analysts – allocate work, review quality, and build the team’s capability to meet automation and delivery goals.
• Run daily and weekly reviews with BU heads, resolving queries promptly and proactively.
• Drive operations-efficiency and cost-reduction initiatives across the function.
What Success Looks Like:
Within your first few months, success in this role will look like:
• Automating monthly client billing and employee performance ratings across a large FTE base so that production and performance data refreshes daily in the required
📌 Analytics Team Lead (Pune)
🏢 Atidiv
📍 Pune