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Data Analyst
Virtusa
Hyderabad, IND
Full-time
Entry · 2+ years experience
Onsite
Discovered 3 weeks ago
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Data Analyst (DA)
This job description outlines a Data Analyst position at Virtusa in Hyderabad, operating under a full-time, in-office model. The role is critical for enabling efficient delivery across Deal Operations and QA functions by tracking, analyzing, and forecasting workforce and operational metrics.
Core Responsibilities and Deliverables
- The position covers three primary operational areas
- Workforce Planning & Scheduling You will forecast volume trends, manage shift rosters, track capacity utilization, and perform real-time queue monitoring to ensure SLA adherence.
- Data Analytics & Reporting Responsibilities include automating reporting templates and maintaining daily, weekly, and monthly performance dashboards (tracking AHT, SLA, FTR, and QA accuracy).
- Governance & Insights You will collaborate with leads to set performance baselines, manage shrinkage, and provide data insights for Business Review presentations.
- Key Deliverables The role requires publishing regular performance dashboards, providing actionable staffing insights, and maintaining a volume and headcount forecast accuracy of at least 95%.
Background, Skills & WorkRequirements
- Background A graduate or postgraduate degree with 2–4 years of experience in WFM, Data Analytics, MIS, or Capacity Planning within a BPO/KPO environment.
- Technical Skills Proficiency in Excel, Google Sheets, SQL, Looker, Power BI, or Tableau.
- Work Requirement The position requires flexibility for rotational 24/7 shifts (rotating every 45 days) across JAPAC, EMEA, and NAMER windows. It includes shift allowances and transport provisions based on the specific shift timing, alongside a requirement to extend hours during end-of-quarter volume spikes.
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