Senior Performance

Description

Company Overview:

When it comes to IT solution providers, there are a lot of choices. But when it comes to providers with innovative and differentiating end-to-end service offerings, there's really only one: Zones – First Choice for IT.

Zones is a Global Solution Provider of end-to-end IT solutions with an unmatched supply chain. Positioned to be the IT partner you need, Zones, a Minority Business Enterprise (MBE) in business for over 35 years, specializes in Digital Workplace, Cloud & Data Center, Networking, Security, and Managed/Professional/Staffing services. Operating in more than 120 countries, leveraging a robust portfolio, and utilizing the highest certification levels from key partners, including Microsoft, Apple, Cisco, Lenovo, Adobe, and more, Zones has mastered the science of building digital infrastructures that change the way business does business ensuring whatever they need, they can Consider IT Done.

Position Overview:

Seeking a highly skilled Senior Performance & Workforce Analytics Specialist to design, develop, and maintain dashboards, performance metrics, and workforce utilization reports. This role is critical in providing leadership with data-driven insights that drive operational efficiency, workforce optimization, and continuous improvement. The ideal candidate must have a strong background in business intelligence, data analysis, and workforce management to support strategic decision-making. This role will also be responsible to work closely with the Country Manager and work on other operational reporting requirements.

What you'll do as the Senior Performance & Workforce Analytics Specialist:

• Design, develop, and maintain interactive dashboards and reports for leadership teams.
• Monitor and analyze daily, weekly, and monthly productivity metrics across all back-office teams.
• Track workforce utilization, output volume, and SLA adherence.
• Assist in defining and refining KPIs, benchmarks, and productivity standards.
• Provide analytics support during performance review cycles.
• Proactively identify issues and suggest data-backed solutions.
• Ensure data accuracy, integrity, and confidentiality while maintaining compliance with company policies and industry best practices.
• Partner with Team Leads, Managers, HR, and Operations teams to understand process flows, optimize workforce capacity, and balance workloads.
• Present data-driven insights through reports, presentations, and visual dashboards to executive leadership.
• Strong communication skills with keen attention to detail, ensuring precise and clear messaging across all levels of the organization.
• Work effectively with cross-functional teams to drive improvements.

What you will bring to the team:

Qualifications & Experience:

• Bachelor's or Master's degree in Data Analytics, Business Intelligence, Statistics, Operations Management, or a related field.
• 7–8 years of experience in performance analysis, workforce analytics, or business intelligence roles.
• Advanced proficiency in MS Excel, including expertise in Pivot Tables, Power Query, advanced formulas (LOOKUPs, SUMIFS, INDEX-MATCH, etc.), statistical functions, and VBA (preferred) for workforce performance tracking, data analysis, and reporting automation. Skilled in building interactive dashboards, visual reports, and automating data workflows. Experience with workforce management tools and productivity tracking systems.
• Attention to detail in tracking, interpreting, and validating workforce and operational data to ensure accuracy and reliability.
• Solid understanding of KPIs, SLAs, and operational efficiency metrics.
• Previous experience in a BPO, shared services, or operational analytics environment with meticulous adherence to processes and data accuracy.
• Ability to interpret complex data and translate it into actionable insights.

Good-to-Have Skills:

• Experience with predictive analytics and forecasting models.
• Familiarity with automation and AI-driven analytics tools.

Zones offers a comprehensive Benefits package.

At Zones, we are committed to fostering an inclusive and diverse workplace. We provide comprehensive benefits to support our team members, including health insurance coverage for parents, spouse, and children, life insurance, voluntary pension fund scheme, EOBI, and on the house free quality food, gym, and much more. We embrace equal employment opportunity, free from discrimination based on various characteristics, and offer an exciting career immersed in an inventive, collaborative culture.

If you are enthusiastic about working on the cutting edge of IT innovation, sales, engineering, and operations, Zones is the perfect opportunity for you.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status or on the basis of disability.

Job timings: 8:00 PM to 5:00 AM (Pk time)

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