CW Support Operations Analyst II

Trigent Software Private Limited

Job Location:

Bangalore - India

Monthly Salary: Not Disclosed

Posted on: 3 hours ago

Vacancies: 1 Vacancy

Job Summary

Financial Operations Analyst Workforce & Staffing Strategy

Role Summary We are seeking a highly analytical and detail-oriented Financial Operations Analyst Workforce & Staffing Strategy to support Customer Success organization. This role plays a critical part in driving financial integrity optimizing headcount spend and enabling operational excellence across both seasonal (TurboTax) and year-round (QuickBooks) support lines of business. You will help build and scale a new staffing operations capability by modernizing tools standardizing processes and creating a unified headcount tracking system that supports both internal teams and outsourced vendor partners. This role works closely with Workforce Management Vendor Operations Finance and Data Engineering to ensure accurate staffing data efficient resource planning and cost-effective performance. This is an ideal role for someone who thrives in data-driven environments enjoys creating clarity out of ambiguity and is motivated to build scalable operational structures from the ground up.

What Youll Do

Build & Scale Staffing Infrastructure

Design implement and own a new end-to-end staffing and headcount tracking process providing a single source of truth for internal and vendor staffing.

Stand up foundational data structures documentation and reporting frameworks to scale a new staffing operations function.

Develop workflows and processes to support both seasonal hiring surges and steady-state operational needs.

Workforce Headcount & Scheduling Support

Collect validate and reconcile headcount data across internal employees and outsourced vendors.

Provide timely updates on staffing status scheduling compliance ramp and training completion and attrition trends.

Partner with Workforce Management to ensure schedules meet interval daily and weekly staffing requirements across TurboTax and QuickBooks.

Track approve and coordinate upskill training events ensuring schedule accuracy and minimal operational disruption.

Identify staffing gaps and propose corrective actions to improve performance and reduce variance.

Data Analysis Dashboarding & Reporting

Build automated dashboards and recurring reports (weekly monthly seasonal) using Tableau QlikSense and Databricks.

Ingest raw data sets validate quality and stitch together data sources into meaningful operational insights.

Perform deep-dive analyses into staffing efficiency financial variance performance trends and cost impacts.

Support scenario modeling staffing simulations and what-if analyses to guide strategic decisions.

Financial Operations & Cost Governance

Support cost-control initiatives for internal and outsourced headcount to ensure spend aligns with forecast and business strategy.

Work with Finance to reconcile headcount forecasts budgeted positions and actuals.

Provide insights into staffing efficiency productivity and utilization to support spend strategy and operational scaling.

Cross-Functional Collaboration

Partner with Workforce Planning Vendor Operations Finance Data Engineering and Customer Success leadership.

Present analyses and recommendations with clarity supporting decisions that impact seasonal operations year-round staffing and cost management.

Build trust as a go-to expert for staffing data reporting and operational insight.

What Youll Bring (Skills & Qualifications)

Technical Skills

Medium to advanced proficiency in Tableau; dashboard design and automation experience strongly preferred.

Medium proficiency in QlikSense; ability to optimize dashboards or build new views is a strong plus.

Experience with Databricks (or similar data platforms) for querying joining and validating large data sets.

High proficiency in Excel including modeling complex formulas pivot tables and data analysis.

SQL proficiency (ability to write queries and pull data).

Ability to integrate disparate data sources to create actionable reliable insights.

Financial & Operational Expertise

Experience in Financial Analysis Operations Workforce Management Payables or similar analytical functions.

Understanding of staffing models capacity planning or contact center operations preferred especially in seasonal environments.

Analytical & Communication Strengths

Exceptional analytical skills with strong attention to detail and data accuracy.

Ability to distill complex data into clear stories and actionable recommendations.

Strong presentation skills and experience building executive-friendly materials in PowerPoint or Google Slides.

Mindset & Leadership

Ownership mentality-comfortable creating new processes frameworks and structures.

Curious resourceful and driven to continuously improve tools and processes

Comfortable working with ambiguity in a rapidly evolving operational environment.

Collaborative and capable of influencing cross-functional partners.

Education

Bachelors degree required.

Masters degree is a plus.

Preferred fields:

Engineering Information Technology Finance Economics Business Analytics or related areas.

Success in This Role Looks Like

A reliable scalable headcount tracking system is built and adopted across Customer Success.

Weekly and monthly reporting is automated accurate and leadership-ready.

Operational staffing decisions become more predictable data-driven and aligned with financial goals.

Seasonal staffing surges (TurboTax) are supported with clear planning visibility and accuracy.

Variance decreases data quality improves and partners trust the insights you provide.

Financial Operations Analyst Workforce & Staffing Strategy Role Summary We are seeking a highly analytical and detail-oriented Financial Operations Analyst Workforce & Staffing Strategy to support Customer Success organization. This role plays a critical part in driving financial integrit...