
Workforce Optimization Manager
1 day ago
About Zones
Zones IT Solutions is a trusted partner for IT solution providers, delivering innovative and differentiating end-to-end service offerings. Our Global Solution Provider specializes in Digital Workplace, Cloud & Data Center, Networking, Security, and Managed/Professional/Staffing services.
Job Role
This role involves designing, developing, and maintaining dashboards, performance metrics, and workforce utilization reports. The successful candidate will provide leadership with data-driven insights that drive operational efficiency, workforce optimization, and continuous improvement.
Main Responsibilities
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.Requirements
- 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.
- 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.
Why Choose Us
We offer a comprehensive benefits package, including health insurance coverage for parents, spouse, and children, life insurance, voluntary pension fund scheme, EOBI, and on-site amenities like free quality food, gym, and much more.
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