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
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