DA KPO

Job Description

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. Strong communication and stakeholder management skills. Problem solving orientation with focus on automation and efficiency.