Location
Work from home | India
Job description
You will be responsible for gathering, analyzing, and interpreting data related metric trends, and producing comprehensive reports that drive actionable insights.
Responsibilities
- Collect and analyze data related to workforce management, including call volumes, service levels, agent performance, and other key metrics.
- Maintain & publish comprehensive reports at day level, week level, month & quarter level including dashboards that provide a clear understanding of performance and efficiency (metrics like Shrinkage, Attrition, Graduation rate, AHT, Occupancy, Service level etc).
- Identify trends and patterns in data & provide recommendations for process improvements and optimization both internal & external facing.
- Collaborate with cross-functional teams to understand business requirements and translate them into meaningful reporting solutions. (Focus on qualitative & actionable reporting)
- Monitor, track & publish metric comparisons (Budget vs Assumption vs Actual s). Work with internal WFM poc s, Customers & Finance in identifying and resolving gaps if any.
- Perform regular audits to ensure data accuracy and integrity in relation to WFM Department Enterprise Reports, Dashboards, MBR & QBR deck data inputs etc.
- Continuously analyze and evaluate the effectiveness of workforce management strategies and make recommendations for improvement. (Reduce Cost per Reports @ Arise) & find opportunities to Automate/Transform business reporting.
- Stay updated on industry best practices in workforce reporting and analytics.
Qualifications & Requisites:
- Proven experience as a Data/Reporting Analyst or in a similar analytical role in BPO for a minimum of 4-5 years
- Proficiency in data analysis tools and techniques, such as Excel, PowerBI, SQL, and data visualization tools (e.g., Tableau).
- Hands-on experience and familiarity with workforce management and ACD systems, (i.e. Avaya, TCS, IEX, Verint, Teleopti etc)
- Strong analytical and problem-solving skills, with keen attention to detail.
- Excellent verbal & written communication skills, with the ability to present complex data clearly and concisely.
- Strong understanding of workforce management metrics and reporting needs.
- Ability to work independently and collaboratively in a fast-paced environment.
- Excellent time management skills, with the ability to prioritize and meet deadlines.
- Ability and willingness to work flexible shifts as necessary after hours & weekends if required.
- Degree in computer, Science or Mathematics, or a related field (Preferred, Not Mandated)
Success Measures
- Achievement on WFM Enterprise reporting tasks (On time & Accuracy)
- Achievement of KPI s as per scorecard agreed (Internal / External facing)
- Customer satisfaction score based on survey / feedback secured.
Job tags
Salary
