Job Description
Responsibilities
· Provide accurate and on time management reports related to program and agent productivity for both CRM and Telephony reports.
· Responsible in providing real time management of queue and agent activities in the operations floor
· Responsible in informing the key stake holders and TIG for outages or events that could affect the performance of operations.
· Responsible in generating agent level and team level scorecards.
· Maintenance of existing applications and reports as needed. Development of and adherence to comprehensive project plans.
· Manage, maintain and update Headcount data related to team distribution, attrition reports and ALCON reconciliation.
· Assist Operations in generating billing hours and billable projections based on available data.
· POC for SAP schedule uploads and any payroll related validations for attendance.
· Responsible for providing operations with WBR, MBR and QBR decks as required.
· Create floor / seta plan to maximize production floor productivity.
· Provide creative solutions to customer requests as well as enhancements for existing reporting processes
· Communicate, investigate, and resolve reporting issues and inaccuracies to account owners and team members
· Attend and provide proactive input at all relevant meetings with key client stakeholders
· Create or device a template of reports with analysis needed by the operation and account management as needed.
· Work independently and complete assigned special projects
· Provide trending analysis related to actual delivered performance versus planned.
Requirements
· Working knowledge and technical understanding of Workforce Management principles and calculations (COPC)
• 1 year call center experience working as a Workforce Analyst or its equivalent.
• Interface effectively and professionally with all levels of management both internally and externally
• Excellent Oral and Written communication skills.
• Must be able to adapt drastically to schedule changes to meet operational demands.
• Must be willing to work independently with minimal supervision and be assigned to multiple sites onshore or offshore.
• Demonstrates professionalism and integrity at all times.
Qualifications
Qualifications • Candidate must possess a Bachelor’s / College Degree in any field. (Courses related to Mathematics and Actuarial Sciences is a plus)
• Proficient in using MS office products (Excel, Word, Access, Outlook, PowerPoint)
• Experience using any Workforce Application such as AVAYA, Verint BluePumkin, Aspect eWFM, NICE IEX, etc.
• Able to demonstrate advanced Analytical and Problem solving skills.
• Ability to prioritize workload, meet deadlines and perform multiple tasks with great attention to detail / accuracy
· Provide accurate and on time management reports related to program and agent productivity for both CRM and Telephony reports.
· Responsible in providing real time management of queue and agent activities in the operations floor
· Responsible in informing the key stake holders and TIG for outages or events that could affect the performance of operations.
· Responsible in generating agent level and team level scorecards.
· Maintenance of existing applications and reports as needed. Development of and adherence to comprehensive project plans.
· Manage, maintain and update Headcount data related to team distribution, attrition reports and ALCON reconciliation.
· Assist Operations in generating billing hours and billable projections based on available data.
· POC for SAP schedule uploads and any payroll related validations for attendance.
· Responsible for providing operations with WBR, MBR and QBR decks as required.
· Create floor / seta plan to maximize production floor productivity.
· Provide creative solutions to customer requests as well as enhancements for existing reporting processes
· Communicate, investigate, and resolve reporting issues and inaccuracies to account owners and team members
· Attend and provide proactive input at all relevant meetings with key client stakeholders
· Create or device a template of reports with analysis needed by the operation and account management as needed.
· Work independently and complete assigned special projects
· Provide trending analysis related to actual delivered performance versus planned.
Requirements
· Working knowledge and technical understanding of Workforce Management principles and calculations (COPC)
• 1 year call center experience working as a Workforce Analyst or its equivalent.
• Interface effectively and professionally with all levels of management both internally and externally
• Excellent Oral and Written communication skills.
• Must be able to adapt drastically to schedule changes to meet operational demands.
• Must be willing to work independently with minimal supervision and be assigned to multiple sites onshore or offshore.
• Demonstrates professionalism and integrity at all times.
Qualifications
Qualifications • Candidate must possess a Bachelor’s / College Degree in any field. (Courses related to Mathematics and Actuarial Sciences is a plus)
• Proficient in using MS office products (Excel, Word, Access, Outlook, PowerPoint)
• Experience using any Workforce Application such as AVAYA, Verint BluePumkin, Aspect eWFM, NICE IEX, etc.
• Able to demonstrate advanced Analytical and Problem solving skills.
• Ability to prioritize workload, meet deadlines and perform multiple tasks with great attention to detail / accuracy
💡 Quick Summary
Seeking a career-building opportunity? The Operations | MIS|Reporting Analyst position is now open for candidates interested in the MIS Executive sector. This role in Pune offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in MIS Executive is a plus.
