
Senior Performance and Workforce Analytics Specialist
1 day ago
About Us
Zones IT Solutions is a global leader in end-to-end IT solutions, specializing in Digital Workplace, Cloud & Data Center, Networking, Security, and Managed/Professional/Staffing services. With over 35 years of experience, we have mastered the science of building digital infrastructures that drive business success.
Job Summary
We are 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.
Key Responsibilities
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.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. 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.
What We Offer
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.
Why Join Us
We are committed to fostering an inclusive and diverse workplace where our team members can grow and thrive. If you're passionate about working on the cutting edge of IT innovation, sales, engineering, and operations, Zones is the perfect opportunity for you.
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