Metrics & Reporting Senior Associate - Community Management

Location

Secunderabad | India

Job description

Position Responsibilities

• Develop and maintain daily, weekly and monthly operational analysis as it relates to volume, efficiencies, cycle time, quality, and service
• Report on operational metrics, conduct data and business analysis, and present summary of findings to management in a clear, concise, convincing, and actionable format
• Create and maintain daily operational scorecards to track and report on KPIs; assist in volume forecast and capacity planning as needed
• Provide support and maintenance to existing management information systems (MIS).
• Generate and distribute management reports in accurate and timely manner
• Develops MIS documentation to allow for smooth operations and easy system maintenance
• Provide recommendations to update current MIS to improve reporting efficiency and consistency
• Perform data analysis for generating reports on periodic basis
• Provide strong reporting and analytical information support to management team
• Generate both periodic and ad hoc reports as needed
• Understand process challenges and provide appropriate technical solutions
• Analyze business information to identify process improvements for enhancing business efficiency and effectiveness.
• Participate in cross-functional meetings to resolve recurring customer issues.
• Establish a strong relationship with Team Managers and management through a demonstration of industry knowledge and of the business issues at hand
• Analyze current business processes and make recommendations for improvements
• Maintain thorough understanding of data and information resources
• Maintain a status on all projects and proactively communicate with management and customers

Minimum Qualifications

• Excellent English communication skills (both written and oral) and stakeholder management at multiple levels
• 1-2 years relevant workforce management experience
• Exposure to multi-channel and multi skill inbound/outbound processes
• Experience in queue management and various scheduling systems
• Knowledge of contact center methodologies, process requirements and capabilities

Preferred Qualifications

• 1-2 years of experience in the BPO industry is preferred
• Knowledge of other tools like MS Access, Cognos, Tableau and other MIS tools
• Hands on experience with MS Office
• Bacheloru2019s Degree holder from an accredited institution

Job tags

Salary