DG|Manager|MIS

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Inviting applications for the role of Manager, Senior Manager- MIS & Reporting
In this role, you will be responsible for Drive Continuous Improvement and develop a strategy for the team to reach organization goals
Responsibilities
• Meaningful experience in Scheduling with any WFM tool in call center
• Demonstrated skills and competencies in assessment, problem solving, practices / policy administration / interpretation
• Flexibility to quickly shift priorities, multi-task and prioritize simultaneous requirements in fast paced environment and manage all to completion.
• Process orientation, including significant organizational and prioritization skills. Work closely with Operations for daily, weekly & monthly reports
• Good interpersonal skills, with the ability to work effectively with people at all levels of the organization.
• Lead planning and execution of SLAs, capacity, and workflow plans for multiple functional areas.
• Able to define metrics, goals, and strategic direction across functional area(s) in support of overall group vision
• Good communication, facilitation, and interpersonal skills.
• Proficient with Microsoft Office products like Windows, Word, Excel, and PowerPoint required.
• Excellent analytical and problem solving skills
• Hand on experience on Scheduling on Excel (using Erlang or other models) for the Process to ensure forecasted service level (SL) for the day is met / improved. In case line staffing is provided, ensuring that the staffing schedules meet the requirements satisfactorily. This can be a weekly, bi-weekly or a monthly activity.
• Ability to perform process level Capacity planning on Excel on a rolling 3 months basis to help generate a hiring plan for optimum staffing – this could be at a weekly level as well
• Lead and partner with RTAs (Real Time Analysts) to provide WFM support.
• Providing insights on existing data to internal/external partners
• Proactive approach in recognizing emerging trends
• To perform root cause analysis for the days the process has missed its targets and suggest corrective action
• Communicating available leave slots considering current staffing requirements.
• Should be able to communicate effectively with client and the Process management on issues relating to WFM
• Provide reports pertaining to SL, Staffing requirements and Forecast deviation
Qualifications
Minimum qualifications
• Meaningful experience with proficiency in Forecasting, Scheduling and Capacity Planning and Reporting
• Should have hands on experience of being able to generate Schedules for Process as per the requirements
• High level proficiency in Excel based scheduling and capacity planning
• Must have experience of WFM tool Aspect eWFM
Preferred qualifications
• Customer management exposure and good presentation skills is a must
• Ability to lead calls with clients / other business function independently
• Ability to handle pressure - Timelines and Customer Demands
• Self-motivated and execution oriented. Team worker and should have people/peer management experience
• Should be capable of handling lots of data in an efficient and effective manner.
• LEAN/Six Sigma Trained, Tested & Certified (preferred)
• In-depth understanding of the various call center metrics and their impact on each other
• Excellent knowledge of Advanced Excel, Erlang models & Avaya CMS(or Real time/Reporting tools)
• Knowledge of Forecasting along with knowledge of End to End MIS reporting
• Able to clearly outline current performance drivers and actions to improve
• Maintain a professional and positive demeanor at all times