Manager - Business Intelligence - Workforce Management Domain - BPO

Job Location : Bhayander

Work Days : 5 Days

Work Hours : 9 Hours Flexible

Job Description for BI Manager (WFM)

Roles and responsibilities :

- Leading a team for MI, Forecasting, and Scheduling, Real time management, reporting for all domestic and International projects.

- Assess Capacity Plan, Forecast, Schedules and RTM performance and give inputs to increase the efficiency.

- People Management - Experience in managing larger teams and AMs. (Minimum span of 25+)

- Client Management - Understanding client needs and converting them into desired outputs from MI perspective.

- Maintaining and driving client SLAs viz forecast accuracy, timeliness, scheduling accuracy

- Stakeholder Management - Strong interpersonal capabilities to manage internal stakeholders.

- Executive Dashboards - Designing and validating all executive dashboards for top management.

- Review RFPs, Capacity Plan, Forecast, Schedules and RTAs performance

- Familiar with transactional Quality metrices

- Responsible for staff cost and PNL for the function

- Driving and motivating team and providing timely feedbacks

Areas of Expertise :

- MI

- WFM

- Analytics and reporting

- Automation

Technical skills :

- IEX, Aspect Predictive Analysis

- CMS, Avaya, Genesis

- MSOFFICE, SQL, VBA