The Data Analyst is responsible for tracking, analyzing, and forecasting workforce and operational metrics to enable productive 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 daily/weekly/monthly dashboards covering key metrics (AHT,

SLA, FTR, QA Accuracy, Utilization, Adherence).

- Analyze operational data to identify trends, bottlenecks, and improvement

opportunities.

- Build and automate reporting templates in Google Sheets, Excel, Looker, or BI

tools.

- Support WBR/QBR/MBR 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) and recommend

mitigation plans.

📌 Software Engineer (Hyderabad)
🏢 Virtusa
📍 Hyderabad