Senior Software Engineer

This job description outlines a Data Analyst position at Virtusa in Hyderabad, operating under a full-time, in-office model. The role is critical for enabling efficient delivery across Deal Operations and QA functions by tracking, analyzing, and forecasting workforce and operational metrics.

Core Responsibilities And Deliverables

The position covers three primary operational areas:

• Workforce Planning & Scheduling: You will forecast volume trends, manage shift rosters, track capacity utilization, and perform real-time queue monitoring to ensure SLA adherence.
• Data Analytics & Reporting: Responsibilities include automating reporting templates and maintaining daily, weekly, and monthly performance dashboards (tracking AHT, SLA, FTR, and QA accuracy).
• Governance & Insights: You will collaborate with leads to set performance baselines, manage shrinkage, and provide data insights for Business Review presentations.
• Key Deliverables: The role requires publishing regular performance dashboards, providing actionable staffing insights, and maintaining a volume and headcount forecast accuracy of at least 95%.

• Background: A graduate or postgraduate degree with 2–4 years of experience in WFM, Data Analytics, MIS, or Capacity Planning within a BPO/KPO environment.
• Technical Skills: Proficiency in Excel, Google Sheets, SQL, Looker, Power BI, or Tableau.
• Work Requirement: The position requires flexibility for rotational 24/7 shifts (rotating every 45 days) across JAPAC, EMEA, and NAMER windows. It includes shift allowances and transport provisions based on the specific shift timing, alongside a requirement to extend hours during end-of-quarter volume spikes.