Analyst, Data

Arise Virtual Solutions Inc.; India; On-site; INR 600,000 - 1,200,000; Full time

Job summary

Arise Virtual Solutions Inc. in India is seeking a detail-oriented Data Analyst to optimize reporting and drive actionable insights from workforce data. You will gather, analyze, and interpret metrics such as call volumes, service levels, and agent performance to support strategic decisions.

You will create dashboards and regular reports at daily, weekly, and monthly levels, collaborate with cross-functional teams, ensure data accuracy, and seek opportunities to automate reporting processes.

Qualifications

• Proven experience as a Data/Reporting Analyst or in a similar analytical role in BPO for 4–5 years.
• Proficiency in data analysis tools and techniques, such as Excel, PowerBI, SQL, and data visualization tools (e.g., Tableau).
• Hands-on experience with workforce management and ACD systems (e.g., Avaya, TCS, IEX, Verint, Teleopti).
• Strong analytical and problem-solving skills with keen attention to detail.
• Excellent verbal and written communication with the ability to present complex data clearly.

Responsibilities

• Collect and analyze data related to workforce management, including call volumes, service levels, agent performance, and other key metrics.
• Publish comprehensive reports at day, week, month, and quarter levels including dashboards for performance and efficiency metrics like Shrinkage, Attrition, Graduation rate, AHT, Occupancy, and Service level.
• Identify trends and patterns and provide recommendations for process improvements and optimization.
• Collaborate with cross-functional teams to translate business requirements into reporting solutions with actionable insights.
• Monitor and publish metric comparisons (Budget vs. Assumption vs. Actuals) and resolve gaps with stakeholders.
• Audit data accuracy and integrity in relation to WFM Enterprise reports and dashboards.
• Continuously evaluate and improve workforce management reporting and seek automation opportunities.

Skills

Analytical thinking

Problem solving

Communication skills

Education

Bachelors in Computer Science / Mathematics or related field

Tools

Excel

PowerBI

SQL

Tableau

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Analyst, Data

India

Around since 1994, Arise Virtual Solutions Inc. has created a disruptive technology platform that connects the world's biggest brands with the largest network of gig-economy Service Partners in the BPO industry. Owned by Warburg Pincus, one of the world's largest Private Equity Firms, Arise is the work-from-home pioneer and now the CX Transformation trailblazer. We are changing the way the world WORKS with every major brand that we support. Come be a part of the revolution as a regular-full-time employee of Arise Virtual Solutions!

Our Core Values:

Relentlessly Pursue Excellence

Empower People & Partners

Make a Difference

At Arise, we are looking for a skilled and detail oriented Data Analyst who will play a crucial role in optimizing our strategies through accurate and insightful reporting and analysis. You will be responsible for gathering, analyzing, and interpreting data related metric trends, and producing comprehensive reports that drive actionable insights.

Responsibilities

• Collect and analyze data related to workforce management, including call volumes, service levels, agent performance, and other key metrics.
• Maintain & publish comprehensive reports at day level, week level, month & quarter level including dashboards that provide a clear understanding of performance and efficiency (metrics like Shrinkage, Attrition, Graduation rate, AHT, Occupancy, Service level etc).
• Identify trends and patterns in data & provide recommendations for process improvements and optimization both internal & external facing.
• Collaborate with cross-functional teams to understand business requirements and translate them into meaningful reporting solutions. (Focus on qualitative & actionable reporting)
• Monitor, track & publish metric comparisons (Budget vs Assumption vs Actual's). Work with internal WFM poc's, Customers & Finance in identifying and resolving gaps if any.
• Perform regular audits to ensure data accuracy and integrity in relation to WFM Department Enterprise Reports, Dashboards, MBR & QBR deck data inputs etc.
• Continuously analyze and evaluate the effectiveness of workforce management strategies and make recommendations for improvement. (Reduce Cost per Reports @ Arise) & find opportunities to Automate/Transform business reporting.
• Stay updated on industry best practices in workforce reporting and analytics.

Qualifications & Requisites:

• Proven experience as a Data/Reporting Analyst or in a similar analytical role in BPO for a minimum of 4-5 years
• Proficiency in data analysis tools and techniques, such as Excel, PowerBI, SQL, and data visualization tools (e.g., Tableau).
• Hands-on experience and familiarity with workforce management and ACD systems, (i.e. Avaya, TCS, IEX, Verint, Teleopti etc)
• Strong analytical and problem-solving skills, with keen attention to detail.
• Excellent verbal & written communication skills, with the ability to present complex data clearly and concisely.
• Strong understanding of workforce management metrics and reporting needs.
• Ability to work independently and collaboratively in a fast-paced environment.
• Excellent time management skills, with the ability to prioritize and meet deadlines.
• Ability and willingness to work flexible shifts, as necessary, after hours & weekends if required.
• Degree in computer, Science or Mathematics, or a related field (Preferred, Not Mandated)

Success Measures

• Achievement on WFM Enterprise reporting tasks (On time & Accuracy)
• Achievement of KPI's as per scorecard agreed (Internal / External facing)
• Customer satisfaction score based on survey / feedback secured.

When smart creative and passionate people get together, the results are astounding and the opportunities limitless! Achieve your potential at Arise.

Diversity creates a healthier atmosphere: equal opportunity employer M/F/D/V