Workforce Analytics & Insights Specialist Manager (BPO Domain)

Location: (Pune)

Experience: (10 plus years)

Certification: Lean Six Sigma Black Belt (mandatory)

Role Overview

We are seeking a highly skilled professional with deep expertise in the BPO industry , strong analytical capabilities, and a proven ability to deliver proactive insights that drive business performance. The ideal candidate will combine technical proficiency with exceptional communication skills to influence leadership decisions.

Key Responsibilities

• Analyze large datasets to identify trends, gaps, and process leakages; provide actionable insights to improve efficiency and reduce costs.
• Develop and maintain Power BI dashboards and reports for real-time performance monitoring.
• Collaborate with leadership teams to present findings, recommend solutions, and support strategic decision-making.
• Drive cost-saving initiatives , rewards and penalty programs, and performance improvement projects.
• Conduct deep-dive analysis on operational metrics, financials, and compliance to identify opportunities for optimization.
• Lead discussions in leadership calls with clear, concise, and impactful presentations.
• Ensure alignment of workforce metrics with organizational goals and client expectations.

Required Skills & Qualifications

• Strong understanding of BPO operations, metrics, and financial models .
• Expertise in data analysis, visualization, and reporting (Power BI experience preferred).
• Lean Six Sigma Black Belt certification (mandatory).
• Excellent communication and presentation skills; ability to influence senior stakeholders.
• Proven track record in identifying gaps, implementing process improvements, and driving cost-saving programs.
• Sound knowledge of Planning, scheduling & Forecasting

Added Advantage

• Experience in automation, predictive analytics , and advanced reporting tools.
• Ability to conceptualize and present business ideas backed by data-driven insights .