Team Lead -MIS -WFM

Reporting

Scheduling

Forecasting

Planning

*Overall experience of 4+ Years in the BPO Industry.

*At least 1 year experience in Team Management

• Analysis – Strong Analytical skills
• Should be able to handle & achieve the departmental requirements
• Knowledge of VBA, MS Access, SQL (preferable)
• Maintain data integrity
• Knowledge (What the person must know): Understanding of operational process, logical thinking, reporting and analysis
• Should be open to change, Multi-tasking skills
• Team management
• Own the MIS delivery for the account with respect to all aspects of WFM – Planning, Scheduling, Forecasting, Real Time Management
• Accurate and Timely reporting
• Client Management – Internal and External
• Ability to work on data and generate various types dashboards, reports/ad-hoc reports
• Meeting client requirements within TAT and with accuracy
• Ability to handle high level data analysis and data
• Ensure All SLA’s related to business in terms of MIS like Service Level, Abn % etc are met consistently
• Should be able to ensure that monthly volumes are handled effectively without any negative impact on the revenue
• Should look at revenue enhancement opportunities within the Business
• Should contribute to the business by proactively providing solutions to pre-empt possible situations which impact performance/ Revenue

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Applicant’s Specifications:

• Should have basic knowledge of WFM - Planning, Scheduling, Forecasting, And Reporting.
• Should have exposure to Aspect/IEX/BP standard WFM tools
• Should be sound in his knowledge of Avaya CMS
• Good communication skills (Role requires interaction with Sr. Leadership and customers)
• Should have good excel skills and be able to up skill the team on excel skill sets if required, be hands on with creating reports
• Should be able to think on the feet to make decisions related to steps which would impact business