Analyst, Data Analytics and Insights

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.

Technical Skills The skills that are key to this Role

• 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 Insights