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Job description
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.
Qualification
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.
Key job details
About Virtusa
Teamwork, quality of life, professional and personal development: values that Virtusa is proud to embody. When you join us, you join a team of 27,000 people globally that cares about your growth — one that seeks to provide you with exciting projects, opportunities and work with state of the art technologies throughout your career with us.
Great minds, great potential: it all comes together at Virtusa. We value collaboration and the team environment of our company, and seek to provide great minds with a dynamic place to nurture new ideas and foster excellence.
Virtusa is an Equal Opportunity Employer. All applicants will receive fair and impartial treatment without regard to race, color, religion, sex, national origin, ancestry, age, legally protected physical or mental disability, protected veteran status, status in the U.S. uniformed services, sexual orientation, gender identity or expression, marital status, genetic information or on any other basis which is protected under applicable federal, state or local law.
Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government-issued ID during each interview. All candidates must be authorized to work in the USA.
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