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.

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 was founded on principles of equal opportunity for all, and so does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.