Senior Data Analyst

Location Details: India, Remote

At GoDaddy the future of work looks different for each team. Some teams work in the office full-time, others have a hybrid arrangement (they work remotely some days and in the office some days) and some work entirely remotely.

This is a remote position, so you’ll be working remotely from your home. You may occasionally visit a GoDaddy office to meet with your team for events or meetings.

Join Our Team...

As a Data Analyst, you will be a key driver of operational excellence and exceptional customer experiences within the Trust & Safety team. You will forecast case volumes, advise on BPO headcount, and lead capacity planning to deliver crucial operational metrics such as time to resolution and cost per case. By leveraging sophisticated analytics and close operational partnerships you will help ensure efficient and optimal staffing, timely case handling, and fiscal responsibility!

What you'll get to do...

Forecasting, Capacity & Performance Management:

• Forecast case volumes across multiple queues, channels, and departments, utilizing statistical and AI-based models to ensure accurate workload distribution and efficient staffing
• Manage BPO headcount and capacity planning processes to align resources with business needs, customer demand, and service level targets
• Deliver operational metrics including time-to-resolution, cost per case, service level, and average speed of answer

Data Analysis and Process Improvement:

• Identify trends, threats, and opportunities for process improvement through detailed data analysis and AI-powered anomaly detection
• Complete ad hoc analyses to support business changes, sizing, financial impacts, and service level projections
• Design and tailor reports based on the needs of different audiences, selecting appropriate aggregation levels and clearly distinguishing between point-in-time and trend analyses to ensure insights are actionable and relevant

Operational Partnership & Customer Focus:

• Partner with Operations teams to balance performance and resource allocation
• Contribute to the development and achievement of operational and customer experience objectives
• Demonstrate a deep understanding of our customers’ needs, proactively addressing issues and collaborating cross-functionally to solve broader challenges
• Ensure all recommendations and actions uphold the highest standards for customer experience, quality, and timeliness

Leadership & Strategic Impact:

• Act independently to determine and implement improvements to existing practices, driving operational efficiency and innovation, including the adoption of AI tools and automation where appropriate
• Provide guidance and mentoring to peers, influencing the broader team and fostering a culture of continuous improvement
• Enable proactive, data-driven decision-making across the organization, reducing operational risk and preventing capacity or budget overruns
• Recognize the critical importance of your role in averting operational inefficiencies, budgetary issues, and delays in case handling, all of which are vital to both customer satisfaction and cost control
• Collaborate with our global analytics team and report to a leader based in the US; maintain flexibility for some overlapping hours to ensure alignment

Your experience should include...

• 5+ years of proven experience in workforce management, capacity planning, or contact center operations
• Expertise in forecasting, scheduling, BPO management, and operational performance metrics, with a customer first mindset to identifying and addressing operational and customer needs
• Experience working with AI or machine learning tools in an operational context
• Advanced proficiency in Microsoft Excel and business intelligence tools (e.g., Elastic, Kibana), with the ability to build insightful dashboards and reports
• Hands-on experience with NoSQL (ex. MongoDB) databases, demonstrating them for complex data analysis and reporting

You might also have...

• Bachelor’s degree or equivalent experience in Computer Science, Cybersecurity, or Business Administration
• Can work independently, mentor others, and drive continuous improvement
• Familiarity with GoDaddy products and services

We've got your back...

We offer a range of total rewards that may include paid time off, retirement savings (e.g., 401k, pension schemes), bonus/incentive eligibility, equity grants, participation in our employee stock purchase plan, competitive health benefits, and other family-friendly benefits including parental leave. GoDaddy’s benefits vary based on individual role and location and can be reviewed in more detail during the interview process

We also embrace our diverse culture and offer a range of Employee Resource Groups (Culture). Have a side hustle? No problem. We love entrepreneurs! Most importantly, come as you are and make your own way