Job Description

Role Purpose

  The purpose of the role is to provide timely, accurate and quality MIS reports, dashboards to the external & internal stakeholders of account(s) as per the defined process and standards of security and compliance

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Responsibilities:

•    Provide support to Operational Leadership teams, Clients in a day-to-day basis, ensuring the reporting of all metrics and KPIs
•    Create and maintain Operational Real Time applications, e.g., WFM/RTA tools
•    Client Interaction as and when required
•    Process Change Control & Development
•    Making/Publishing real time/Historical data/reports available to the operation team
•    Performs other task/duties assigned by the process head/SDL
•    Work on any ad hoc responsibility given by process head in order to assist operations 

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Qualifications:

•    Experience required 5-8yrs in same field.
•    Advanced MS Office skills, e.g., MS Excel, MS Access 
•    Knowledgeable in VB/VBA, Power BI, Power Apps and Power Automate
•    Ability to coordinate with Operations Managers for planning of staffing, capacity utilization, seating 
•    Good statistical, analytical and reporting skills
•    Knowledgeable in call arrival patterns in call center environment in order to develop staffing requirements, rosters
•    Knowledge in other WFM activities including Intraday Planning, Forecasting Shrinkage
•    Scripting skills and database knowledge should be an added advantage

•    Excellent communication (both written and spoken) 
•    Good Powerpoint Presentation and Power BI knowledge
•    Good Power apps and Power Automation knowledge
•    High proficiency in Microsoft Excel and other MS office application
•    Leading by example and ability to handle stressful situation
•    Problem solving skills
•    Tech-savvy