Technical skills
SQLData analysis
Role signals
Finance
About this role
Reporting
Scheduling
Forecasting
Planning
*Overall experience of 4+ Years in the BPO Industry.
*At least 1 year experience in Team Management
· Analysis – Strong Analytical skills
· Should be able to handle & achieve the departmental requirements
- · Knowledge of VBA, MS Access, SQL (preferable)
- · Maintain data integrity
- · Knowledge (What the person must know): Understanding of operational process, logical thinking, reporting and analysis
· Should be open to change, Multi-tasking skills
- · Team management
- · Own the MIS delivery for the account with respect to all aspects of WFM – Planning, Scheduling, Forecasting, Real Time Management
- · Accurate and Timely reporting
- · Client Management – Internal and External
- · Ability to work on data and generate various types dashboards, reports/ad-hoc reports
- · Meeting client requirements within TAT and with accuracy
- · Ability to handle high level data analysis and data
- · Ensure All SLA’s related to business in terms of MIS like Service Level, Abn % etc are met consistently
- · Should be able to ensure that monthly volumes are handled effectively without any negative impact on the revenue
- · Should look at revenue enhancement opportunities within the Business
- · Should contribute to the business by proactively providing solutions to pre-empt possible situations which impact performance/ Revenue
- Applicant’s Specifications:
- · Should have basic knowledge of WFM
- Planning, Scheduling, Forecasting, And Reporting.
- · Should have exposure to Aspect/IEX/BP standard WFM tools
- · Should be sound in his knowledge of Avaya CMS
- · Good communication skills (Role requires interaction with Sr. Leadership and customers)
- · Should have good excel skills and be able to up skill the team on excel skill sets if required, be hands on with creating reports
- · Should be able to think on the feet to make decisions related to steps which would impact business