Manager - Reporting Analytics - BPO

- Responsible for selecting, training and effectively managing the Analytics Team to develop suitable competence to support succession planning and meet customer needs and expectations

- Manage a team of AMs who are responsible for providing analytics for various lines of business.

- Co-ordinate with Operations and Management for preparation of Report and highlight gaps and revenue leakages if any

- Ensure output committed is understood and timelines are met

- Work with multiple teams to help procure data for analytics

- Build Multiple & Analytical dashboards & reports that reflect the priorities/MSA KPI's of the centre and business.

- Creating Financial impact analysis reports & Dashboards.

- Be able to work/generate simple to medium complex SQL queries for reporting purpose.

- Provide analytical inputs to improve the efficiencies of various departments, based on their respective business needs.

- Highlighting / identification of process gap and improvement to the Top Management.

- Be proactive in seeking and giving business critical information/ feedback that can help enhance operational effectiveness

- Ensure complete root cause analysis for any key metric/KPI not performing, along with detailed analysis/reasons.

- Perform other work as required and assigned.

- 3-4 years of experience in similar profile.

- Minimum Graduation.

- Knowledge of various analytical methods like Box Plots, correlation, Annova single & Two Factor, regression etc.

- Knowledge of Six Sigma would be added advantage.

- Should have financial knowledge of call centers workings.

- Flexible, creative problem-solving, anticipates changes and welcomes challenges.

- Strong computer skills that include proficiency in MS Office suite, particularly Excel.

- Previous experience in a dynamic, fast-changing call centre environment required.

- Proven analytical skills ability to communicate with various management levels.

- Must be able to communicate clearly and effectively with all levels within the organization.

- Knowledge of various Call Center Reporting Systems would be a plus.