Assistant Manager

The Data Analytics & Forecasting Analyst will be responsible for analyzing business and operational data, developing forecasts, identifying trends, and generating insights that support strategic and operational planning. The individual will work closely with business stakeholders, operations teams, finance, workforce management, and leadership to provide accurate reporting, forecasting, and performance tracking.

The role requires expertise in data analysis, dashboard development, forecasting methodologies, and process improvement initiatives. The successful candidate should possess strong problem-solving skills, a data-driven mindset, and the ability to communicate findings effectively to both technical and non-technical stakeholders.

• Bachelor's degree in Statistics, Mathematics, Economics, Business Analytics, Data Science, Engineering, Commerce, or a related field

• 3 + years of experience in Data analytics and Forecasting Analyst, preferably within a contact center or shared services environment.
  
  

• Analyze large datasets to identify trends, patterns, risks, and opportunities.
• Develop short-term and long-term forecasting models to support business planning and resource management.
• Create and maintain dashboards, scorecards, and management reports using reporting and visualization tools.
• Monitor key performance indicators (KPIs) and provide actionable insights to business stakeholders.
• Perform variance analysis by comparing actual performance against forecasts, budgets, and targets.
• Collaborate with operations, finance, workforce management, and business teams to understand reporting requirements.
• Support workforce, staffing, capacity planning, and volume forecasting activities.
• Automate recurring reports and improve reporting efficiency through analytical tools and techniques.
• Validate data accuracy, perform quality checks, and ensure consistency across reporting platforms.
• Identify process improvement opportunities and recommend data-driven solutions.
• Prepare presentations and executive summaries highlighting key business insights and recommendations.
• Support ad-hoc analytical requests and business review discussions as required.