Build forecasts and predictive models (time series, regression) for call center demand, analyze drivers of volume and handle time, support capacity planning at strategic/tactical/intraday levels, run site-level volume/capacity discussions, simulate initiative impacts, and deliver actionable insights to optimize workforce performance.
Job Description:
Job Title: Analyst – Data Analytics & Insights
The Purpose of the Role
WI Operations Analytics, part of the Operations Analytics Horizontal team, focuses on building scalable solutions in demand planning and workforce optimization.
This role requires a technically strong individual with a passion for analytics who can drive scale, efficiency, and data-driven decision-making across the organization.
Role Responsibilities
- Forecast and provide strategic analysis of business demand (calls, work items, chats, etc.), including average handle time and key drivers, to support capacity planning at strategic, tactical, and intraday levels.
- Identify and analyze key business drivers to improve forecast accuracy and staffing alignment.
- Lead site-level volume and capacity discussions with call center leadership.
- Develop and apply quantitative and predictive models (e.g., Time Series, Regression, driver-based modeling) to forecast volumes, response rates, handle times, and demand distribution across monthly, daily, and hourly intervals.
- Produce and analyze key call center performance metrics, recommending improvements to enhance metric accuracy and effectiveness.
- Simulate the impact of business initiatives on service levels, abandonment rates, staffing requirements, and operational efficiency.
- Build and enhance next-generation simulation capabilities for call center performance optimization.
The Value You Deliver
- Collaborate with cross-functional research and analytics teams to deliver integrated solutions for workforce optimization challenges.
- Apply data mining, statistical analysis, and predictive modeling techniques to solve business problems and improve outcomes.
- Analyze data to uncover the “why” behind trends and provide actionable, data-driven recommendations.
- Demonstrate strong quantitative and analytical skills, with the ability to interpret data and answer critical “so what” business questions using a consulting mindset.
- Collaborate with US-based stakeholders, understanding business needs and delivering analytical insights for data-driven decision-making.
The skills that are key to this Role
Technical Skills
- Strong foundation in statistics and quantitative analysis
- Proficiency in SQL and relational databases
- Hands-on experience with Python and/or R for statistical modeling and analytics
Analytical & Business Skills
- Strong analytical thinking and problem-solving ability
- Ability to synthesize insights and communicate effectively through storytelling
- Experience interpreting and working with large datasets
Behavioral Skills
- Excellent communication and presentation skills
- Ability to work effectively with cross-functional teams and global stakeholders
- Strong team collaboration and stakeholder management skills
How Your Work Impacts the Organization
This role supports forecasting and workforce planning for WI call centers. Given the high volume of customer interactions, the accuracy of forecasts directly impacts staffing decisions, operational efficiency, service levels, and overall customer experience.
The Expertise We’re Looking For
- Bachelor’s degree in Management, Operations, Statistics, Economics, Engineering, or a related field.
- 1 to 3 years of relevant experience in analytics, with demonstrated expertise in data-driven decision-making.
- Master’s degree in a relevant discipline is preferred and will be considered an added advantage.
Location: Chennai
Shift timings: 11 AM – 8 PM
Certifications:Category:Business Analytics and InsightsSimilar Jobs
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