Senior Analyst, WFM and Reporting

Razorpay is one of India’s leading full-stack financial technology companies, powering the way businesses move, manage, and grow money. Founded in 2014 by Harshil Mathur and Shashank Kumar with a simple vision — to simplify payments for Indian businesses — we’ve since grown into a fintech powerhouse driving India’s digital payment revolution.

Razorpay powers millions of businesses with a smarter, scalable stack that goes beyond transactions to help them truly build and grow.

From seamless checkouts to payroll automation, across India, Singapore, and Malaysia, we’ve been engineering a fintech ecosystem that’s redefining how money moves across Asia — and we’re just getting started.

Today, that ecosystem supports everyone from early-stage startups to some of India’s largest enterprises, enabling them to accept, process, and disburse payments at scale while expanding into new ways of managing money more efficiently.

Our scale speaks volumes: Razorpay processes $180+ billion in annualized transactions, powering leading businesses like Airbnb, Facebook, WhatsApp, Airtel, CRED, BookmyShow, Zomato, Swiggy, Lenskart, Mirae Asset Capital markets, Indian Oil, National Pension Scheme — and over 100 of India’s unicorns. With strong roots in India and growing operations in Southeast Asia, we are shaping the next chapter of financial technology across the region.

We are backed by global investors including GIC, Peak XV Partners (formerly Sequoia Capital India & SEA), Tiger Global, Ribbit Capital, Matrix Partners, MasterCard, and Salesforce Ventures, having raised over $740 million to date. Strategic acquisitions — including Ezetap (POS and offline payments), Curlec (Malaysia expansion), BillMe (digital invoicing), and POP (rewards-first UPI) — along with earlier moves in fraud prevention, payroll, and lending, have further strengthened our platform and widened our footprint across Asia.

But what truly sets Razorpay apart is our culture. At Razorpay, ownership is our oxygen — you own what you build, with no micromanagement or red tape, just the runway to make your ideas fly. Learning is a lifestyle — if you’re curious, you’ll feel at home here. People > Pedigree — we hire for attitude, hustle, and hunger more than degrees. Transparency thrives over titles — this is where interns question CXOs and CXOs say “thank you.” Guided by our values of Customer First, Autonomy & Ownership, Agility with Integrity, Transparency, Challenging the status quo and a strong belief that Razorpay grows with Razors,  you’ll be part of a 3000+ strong team building not just products, but the financial infrastructure of the future.

About the Role

The Workforce Management and MIS function acts as the strategic resource and data intelligence hub for our operations vertical. As a Senior Analyst, you will move beyond standard reporting to take ownership of complex forecasting, planning, and MIS tasks. You will be responsible for developing accurate forecast models, designing new performance dashboards, and—most importantly—providing actionable insights to operational stakeholders. This role requires a blend of technical precision in SQL/Excel and the strategic ability to translate raw data into a precise operational plan.

Key Responsibilities

• Forecasting & Capacity Planning: Develop and maintain complex forecasting models for your assigned vertical, accounting for seasonality and business trends to ensure optimal resource utilization. Create detailed, long-term capacity plans to meet service level targets.
• Advanced Data & MIS Architecture: Own the forecasting models and design new, interactive dashboards in Tableau or other BI tools to meet evolving business needs. Write complex SQL queries and use advanced Excel functions to conduct in-depth data analysis.
• Structural Problem Solving & Root Cause Analysis: Dive deep into operational metrics (AHT, shrinkage, occupancy) to understand interdependencies. Proactively monitor key metrics to flag deviations and identify the root causes of performance dips, moving beyond the "what" to explain the "so what".
• Scheduling Strategy: Design and implement complex scheduling strategies to optimize for multiple constraints (e.g., agent skills, time zones). Proactively manage real-time service levels by making agile staffing adjustments.
• Performance Management Design: Design and implement new scorecards or make significant improvements to existing ones. Analyze the effectiveness of incentive structures and provide data-backed recommendations for changes.
• Continuous Improvement: Challenge the status quo by identifying opportunities for automation and implementing innovative solutions to optimize WFM processes.

Prerequisites (Competencies)

• Data Proficiency: Advanced proficiency in Excel/GSheets (building complex models) and strong SQL skills for extracting and manipulating data from multiple sources.
• Analytical Acumen: Ability to analyze historical data and business trends to accurately forecast future staffing needs.
• Visualization: Experience designing and building interactive dashboards in Tableau or similar BI tools.
• Operational Context: A deep understanding of call center dynamics (AHT, FCR, Shrinkage) and how scheduling/forecasting impacts these metrics.
• Execution Mindset: A proactive approach to monitoring metrics and translating data analysis into actionable insights.

Nice to Have

• Exposure to regulatory ops in FinTech or payments domain.
• Experience with workflow automation tools beyond standard SQL/Excel.
• Experience working with large datasets to derive insights within strict timelines.

Why Join Us?

This is not just a reporting role—it is a strategic partnership with operations. You will actively influence the business by ensuring our workforce strategy is a key enabler of long-term goals. You will join a team where you are encouraged to drive the adoption of new technologies and methodologies. If you want to move from simple data entry to owning the end-to-end capacity planning process and shaping the narrative of business performance, this is the place for you.