- The candidate should have minimum 4 - 5 years of relevant experience.

- Should have an analytical proficiency and have the expertise in working on Advanced Excel, Access, SQL or VBA in order to automate reports.

- Should be responsible for helping the team to publish Daily, Weekly, Monthly, Yearly MIS reports (For Resource utilization, Team performance, Trend analysis, Productivity analysis, Dashboard preparation and other MIS) as per business requirement within defined timelines.

- Need to measure the performance against set KPIs for Individual/ Team/ Process.

- Coordinate with Operations and other support groups and develop and implement standardized MIS procedures which result in process improvement.

- Monitor the team performance and perform regular audits to maintain and improve the MIS efficiency.

- Team mentoring and knowledge sharing by conducting training on MIS activities to increase the staff expertise.

- Recommend and implement new technology solutions to improve productivity.

- Knowledge of Aspect or ContaQue Dialer and WFM background would surely be an additional advantage.

- Should have good communication and interpersonal skills and capability to supervise and motivate the team to work collectively and efficiently.

- Should be willing to join immediately and be open working in a 24-7 environment with 5.5 working days. Also should have the ability to work varied hours, weekends, evenings, and holidays (if required).

Responsibilities :

- Should have an analytical proficiency and have the expertise in working on Advanced Excel, Access, SQL or VBA in order to automate reports.

- Analyze Call Volume Trends & influencing factors, to identify weekly, daily & half-hour staffing requirements. Optimize agent schedules based on these forecasts. Prepare the monthly invoicing files and gather information and share the Hiring Planner.

- Should have Planning, capacity planning and scheduling.

- Should have an analytical proficiency and should be capable of understanding the client requirement and doing efficient capacity planning.

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.