WFM Data Science Lead
On-siteBengaluru, Karnataka, India
Job Summary
Own the end-to-end forecasting data lifecycle from ingestion through validation, transformation, and modeling. Define standards for raw data structuring, metric definitions, and forecasting readiness while developing time series and machine learning models that incorporate seasonality, campaigns, and external drivers. Partner with Data Engineering to optimize datasets in Google BigQuery, build scalable Python workflows, and integrate results into Looker Studio dashboards. Establish frameworks for data quality checks, anomaly detection, and reconciliation to resolve inconsistencies like double-counted volumes and IVR overlaps. Automate repetitive data preparation and reporting processes to reduce manual workload, improve turnaround times, and drive adoption of standardized datasets as the single source of truth across Forecasting, Operations, Finance, and IT teams.
Required Qualifications
- Bachelor's degree in Data Science, Statistics, Mathematics, Computer Science, or related field
- 7+ years in Data Science, Analytics, or Forecasting-related roles
- Strong background in Workforce Management (WFM), contact center, or BPO environments
- Proven expertise in volume forecasting, time series analysis, and data preprocessing
- Demonstrated success in developing and maintaining forecasting models and operational dashboards
- Experience in customer experience, retail operations, or other high-volume environments
- 2–4 years of experience in business intelligence, data analysis, or dashboard development
- Hands-on experience with Looker and SQL-based databases
- Proficiency in Python for data analysis, automation, and integration projects
- Experience with ETL processes and cloud data warehouses (BigQuery, Snowflake, Redshift)
- Strong understanding of raw WFM data structures (calls offered, handled, abandoned, AHT, IVR flows)
- Skilled in data cleaning, anomaly detection, and pipeline validation
- Prior leadership or team lead experience in analytics or workforce management
- Strong stakeholder management skills with the ability to translate technical insights into business value
Desired Qualifications
- A master's degree is a plus
- Experience in cloud platforms (GCP preferred) is an advantage
- Background in forecasting, KPI tracking, or operational analytics is a plus
- Advanced proficiency in: Python (data analysis, modeling, automation)
- Advanced proficiency in: SQL (data extraction and transformation)
- Hands-on experience with: Google BigQuery (large-scale data handling)
- Hands-on experience with: Looker Studio (dashboarding and reporting)
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