CW Senior Analyst

About The Job:

• The ICS India Command Center operates at the heart of Client’s global, always-on customer experience ecosystem.
• Running 24/7 in a follow-the-sun model, the Command Center ensures operational continuity across regions, products, and customer segments.
• It is responsible for monitoring over 242 Client Connect queues while actively managing intraday service levels and balancing workforce supply against demand across multiple business units, including the Consumer Group, GBSG (Global Business Solutions Group), Mailchimp, and various international markets.
• This environment is dynamic, high-stakes, and deeply interconnected.
• A delay in recognizing a queue anomaly, a misinterpretation of service level degradation, or an unnoticed pipeline lag can directly impact thousands of customers waiting for support.
• Because of this, the Command Center is not just an operational hub—it is an intelligence hub.
• To support this, we are building a modern data foundation designed to deliver real-time visibility, predictive insight, and operational confidence.
• This includes automated alerting pipelines sourced from the Data Lake, live operational dashboards built in Grafana and Qlik, and an emerging layer of AI-assisted decision support through ICS Pulse.
• These systems are not static—they evolve continuously as the business grows, new queues are added, schemas change, and operational complexity increases.
• The Senior Analyst, WFM Data & Operations Intelligence plays a central role in this transformation.
• This is not a traditional reporting or dashboarding role.
• Instead, it is a hybrid position that blends deep analytical thinking with an engineering-first mindset.
• You are expected to understand not just what the data says, but how it is generated, where it flows, how it can fail, and how to make it more reliable.
• You will own the full lifecycle of operational data intelligence—from raw ingestion to final output consumed by operations managers in real time.
• This means diagnosing data inconsistencies, building resilient pipelines, designing meaningful dashboards, and creating automated systems that reduce manual effort while increasing trust in data.
• The ideal candidate is someone who can seamlessly switch between investigative SQL queries and production-ready Python scripts.
• You should be comfortable digging into anomalies at the queue level while also thinking about how to prevent similar issues through automation or better system design.
• You will sit at the intersection of data engineering, analytics, and operations, acting as a force multiplier for the Command Center by making its intelligence layer stronger, faster, and more dependable with each iteration.

Essential Job Functions:

• Own end-to-end operational data lifecycle from ingestion to visualization
• Build and maintain real-time dashboards and alerting systems
• Analyze anomalies in queue performance and operational metrics
• Develop automation to improve efficiency and reduce manual processes
• Work with data lake pipelines and ensure data quality and reliability
• Collaborate with operations and engineering teams to improve data systems

Qualifications:

• Strong experience in SQL and Python
• Experience working with Data Lakes and real-time data pipelines
• Experience with data visualization tools such as Grafana or Qlik
• Strong analytical and troubleshooting skills
• Experience in data engineering, analytics, or operations intelligence roles

How to Apply: Interested candidates are encouraged to respond to this job posting or submit their updated resumes.
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Experience Level Bonus Referral:
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About VARITE:
VARITE is a global staffing and IT consulting company providing technical consulting and team augmentation services to Fortune 500 Companies in USA, UK, CANADA and INDIA.
VARITE is currently a primary and direct vendor to leading corporations in multiple industry verticals.

Equal Opportunity Employer:
VARITE is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, veteran status, or disability status.