Senior Business Analyst- Workforce Management

📋 Description

• Lead forecasting and workload management across channels and teams to meet demand.
• Analyse performance and trends using data, modelling, and AI insights.
• Deliver actionable reports and analyses to inform decisions and planning.
• Partner with Operations to optimise performance and CX.
• Drive process improvements with automation and AI-enabled solutions.
• Mentor peers and promote data-driven decision-making.

🎯 Requirements

• 5+ years in workforce management, capacity planning, or contact center ops
• Forecasting, scheduling, BPO management, and ops metrics
• Experience with AI or ML tools in ops
• Excel and BI tools (Tableau, Power BI, QuickSight) proficiency
• Hands-on experience with NoSQL databases (MongoDB)
• Bachelor’s or equivalent in CS/Cybersecurity/Business Admin

🎁 Benefits

• Health benefits and family-friendly perks
• Retirement savings plans and equity grants
• Bonus eligibility and employee stock purchase plan
• Paid time off and parental leave
• Inclusive culture and DEI commitments