Manager - Business Intelligence - BPO

Job Location : Mumbai

Job Description for Manager - BI

Responsibilities

1. Conduct analysis of MIS and operational problems, including work assignment schedules, staff productivity levels, long-term staffing needs

2. Analyze contact types and volumes to detect emerging trends and - early warnings- of forecasted shifts in workload patterns

3. Advise management regarding balancing work volume. Communicate necessary adjustments to workforce requirements based on changing/dynamic forecasts; reforecast when necessary.

4. Ensure that capacity planning processes are aligned with business requirements. Point of Contact for all related workforce forecasting activities and requests.

5. Facilitate monthly meetings with Clients and Operations to ensure accurate forecasting assumptions. Partner with Managers to identify business opportunities based on analysis of reports.

6. Collaborate with stakeholders to identify opportunities for improvement of resource utilization and service levels

7. Proactively contribute to the continuous improvement of WFM through the input into development and introduction of new ideas, technologies and opportunities

8. Provide analysis of call center performance and customer satisfaction data in support of operational improvement initiatives

9. Assess key metrics and help design and implement initiatives to improve KPI and Metric Reporting in these areas

Key Skills

1. Client Servicing & Engagement

2. Stakeholder Management

3. Analytical Skills

4. Manpower Planning

5. Leadership Skills

6. Capacity planning

7. Long range forecasting

8. Dialer lead management (basic knowledge required)

9. MS Excel - Advanced (includes nesting & complex logics)

10. VBA Macros programming

11. SQL/MySQL

Educational Qualification :

BSc IT/ BCA/BE ( Any other stream or qualification is also fine)

Candidates with following skills will have added advantage

- Six sigma

- Power BI