Senior Analyst(Del Ops (Non-Voice))

Job Summary

Role Summary:

The MIS/WFM Analyst is responsible for workforce planning, scheduling, reporting, and performance analytics within Fraud Operations. The role supports operational efficiency through forecasting, resource management, data analysis, and actionable insights to drive business performance and ensure SLA adherence.

Job Description – MIS Lead – Fraud Ops
Designation – MIS Lead
Work Location – Bengaluru

Work From Office:

Shifts – Night Shifts (PST Time zone)

Key Responsibilities

Key Responsibilities:

• Workforce Management (WFM)

• Forecast staffing requirements based on workload, volume trends, and business needs.

• Develop and manage schedules to ensure optimal resource utilization and SLA compliance.

• Monitor attendance, shrinkage, leave, and adherence to schedules.

• Perform capacity planning and workforce allocation to support operational demands.

• Identify staffing risks and recommend mitigation strategies.

• MIS & Reporting

• Collect, analyze, and interpret operational and workforce data to identify trends and performance gaps.

• Generate daily, weekly, monthly, and ad-hoc reports for leadership and stakeholders.

• Develop and maintain dashboards using tools such as Power BI, Tableau, Excel, and SQL.

• Track key operational metrics including productivity, utilization, throughput, quality, fraud volumes, and SLA performance.

• Conduct root cause analysis and provide data-driven recommendations for process improvements.

• Ensure reporting accuracy, data integrity, and consistency across all metrics.

• Business Analytics & Insights

• Analyze fraud operations performance and workforce trends to support decision-making.

• Provide insights on staffing efficiency, productivity, and operational effectiveness.

• Support leadership reviews by preparing scorecards, presentations, and performance summaries.

• Drive reporting automation and process improvements to enhance reporting efficiency.

Skill Requirements

• Key Skills
• Workforce Forecasting & Capacity Planning
• Scheduling & Resource Management
• MIS Reporting & Dashboard Development
• Advanced Excel, SQL, Power BI, Tableau
• Data Analysis & Trend Identification
• SLA/KPI Performance Management
• Root Cause Analysis
• Automation & Process Improvement
• Stakeholder Management

Other Requirements

• Skills & Qualifications
• Bachelor's degree
• 2–4 years of experience in MIS, Workforce Management, Reporting, or Fraud Operations Analytics.
• Advanced proficiency in Microsoft Excel.
• Working knowledge of SQL, Power BI, Tableau, or similar BI tools.
• Strong analytical, problem-solving, and data interpretation skills.
• Excellent communication and stakeholder management abilities.
• Ability to work independently and in a fast-paced operational environment.
• Experience supporting Fraud, Risk, Trust & Safety, or Identity Verification operations is preferred.