Operations | MIS|Reporting Analyst

Responsibilities

· Provide accurate and on time management reports related to program and agent productivity for both CRM and Telephony reports.

· Responsible in providing real time management of queue and agent activities in the operations floor

· Responsible in informing the key stake holders and TIG for outages or events that could affect the performance of operations.

· Responsible in generating agent level and team level scorecards.

· Maintenance of existing applications and reports as needed. Development of and adherence to comprehensive project plans.

· Manage, maintain and update Headcount data related to team distribution, attrition reports and ALCON reconciliation.

· Assist Operations in generating billing hours and billable projections based on available data.

· POC for SAP schedule uploads and any payroll related validations for attendance.

· Responsible for providing operations with WBR, MBR and QBR decks as required.

· Create floor / seta plan to maximize production floor productivity.

· Provide creative solutions to customer requests as well as enhancements for existing reporting processes

· Communicate, investigate, and resolve reporting issues and inaccuracies to account owners and team members

· Attend and provide proactive input at all relevant meetings with key client stakeholders

· Create or device a template of reports with analysis needed by the operation and account management as needed.

· Work independently and complete assigned special projects

· Provide trending analysis related to actual delivered performance versus planned.

Requirements

· Working knowledge and technical understanding of Workforce Management principles and calculations (COPC)
• 1 year call center experience working as a Workforce Analyst or its equivalent.
• Interface effectively and professionally with all levels of management both internally and externally
• Excellent Oral and Written communication skills.
• Must be able to adapt drastically to schedule changes to meet operational demands.
• Must be willing to work independently with minimal supervision and be assigned to multiple sites onshore or offshore.
• Demonstrates professionalism and integrity at all times.

Qualifications

Qualifications • Candidate must possess a Bachelor’s / College Degree in any field. (Courses related to Mathematics and Actuarial Sciences is a plus)

• Proficient in using MS office products (Excel, Word, Access, Outlook, PowerPoint)

• Experience using any Workforce Application such as AVAYA, Verint BluePumkin, Aspect eWFM, NICE IEX, etc.

• Able to demonstrate advanced Analytical and Problem solving skills.

• Ability to prioritize workload, meet deadlines and perform multiple tasks with great attention to detail / accuracy