
Performance Metrics Expert
1 day ago
About the Job
Zones IT Solutions is seeking a skilled Senior Performance & Workforce Analytics Specialist to join our team. This role is responsible for designing, developing, and maintaining dashboards, performance metrics, and workforce utilization reports.
Key Duties
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.
Our Benefits
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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