Senior Business Analyst- Workforce Management

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 all aspects of resource allocation to deliver crucial operational metrics such as time to resolution and cost per case. By bringing to bear advanced analytics and close operational partnerships you will help ensure staffing efficiency, timely case handling, and fiscal responsibility!

What you'll get to do...

In this role, you'll transform complex data into actionable insights, driving strategic decision-making and operational excellence. You'll work closely with multi-functional teams to balance business priorities and deliver outstanding outcomes. By applying your expertise in analytics and forecasting, you'll find opportunities for improvement and successfully implement innovative solutions. This position is essential for enabling proactive decision-making and ensuring efficient performance across the organization!

• Lead forecasting and workload management across multiple channels, queues, and teams, ensuring the right resources are in place to meet customer demand and service level goals
• Analyse operational performance and business trends, using data, statistical modelling, and AI-driven insights to identify risks, opportunities, and areas for improvement
• Deliver actionable reporting and ad hoc analyses that inform business decisions, evaluate operational impacts, and support service level and financial planning
• Partner with Operations and multi-functional collaborators to optimise performance, balance prioritisation, and achieve customer experience objectives
• Drive continuous improvement and innovation, implementing process enhancements, automation, and AI-enabled solutions to increase efficiency and scalability
• Influence strategic decision-making and team success by mentoring peers, championing data-driven practices, and proactively mitigating operational and budgetary risks

Your experience should include...

• 5+ years of experience in workforce management, capacity planning, or contact center operations
• Expertise in forecasting, scheduling, BPO management, and operational performance metrics, with a customer first attitude to identifying and addressing operational and customer needs
• Experience working with AI or machine learning tools in an operational context
• Proficiency in Microsoft Excel and business intelligence tools (e.g., Tableau, Power Bi, Quicksight), 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
• Familiarity with GoDaddy products and services

We encourage you to apply even if your experience or skillset doesn’t align perfectly with every requirement. We value a wide range of backgrounds and transferable skills, and we are excited to support learning and growth.

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.

About us...  GoDaddy is empowering everyday entrepreneurs around the world by providing the help and tools to succeed online, making opportunity more inclusive for all. GoDaddy is the place people come to name their idea, build a professional website, attract customers, sell their products and services, and manage their work. Our mission is to give our customers the tools, insights, and people to transform their ideas and personal initiative into success. To learn more about the company, visit About Us. 

At GoDaddy, we know diverse teams build better products—period. Our people and culture reflect and celebrate that sense of diversity and inclusion in ideas, experiences and perspectives. But we also know that’s not enough to build true equity and belonging in our communities. That’s why we prioritize integrating diversity, equity, inclusion and belonging principles into the core of how we work every day—focusing not only on our employee experience, but also our customer experience and operations. It’s the best way to serve our mission of empowering entrepreneurs everywhere, and making opportunity more inclusive for all. To read more about these commitments, as well as our representation and pay equity data, check out our Diversity and Pay Parity annual report which can be found on our Diversity Careers page.

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. 

GoDaddy is proud to be an equal opportunity employer. GoDaddy will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements. Refer to our full EEO policy.

Our recruiting team is available to assist you in completing your application. If they could be helpful, please reach out to [email protected]. 

GoDaddy doesn’t accept unsolicited resumes from recruiters or employment agencies.