Job Description
Job description
Responsible to operate a MIS and Reporting team that will support the data and
information requirements of Operations across multiple sites and geographies.
You need to manage reporting/ MIS resources that will be located out of multiple
locations.
You will be expected to constantly challenge the current level of reports delivery and
bring in innovations in reporting to generate insights using the latest tools and
technologies available.
Provide leadership and guidance to your team members and continue to identify and
recruit talent to build a robust team. Lead transformation initiatives in the Reporting
and MIS domain.
Present point of view on operational metrics (performance and productivity) based
on reports and dashboards being generated.
Desired Skills:
Knowledge of Contact Centre methodologies and operational principles
1-2+ years of experience performing Planning functions (MIS Reports, data
analysis, capacity planning, forecasting, scheduling, real-time management,
erlang model, multiple MIS reports) in a multi-site contact center environment-
preferred
Excellent interpersonal and written communication skills
Ability to provide leadership, direction, motivation, development opportunities,
and build high performing teams.
Strong quantitative and analytical skills - Able to analyze data and draw
insights.
Must be proficient with advance Excel, can organize/analyze, import/export
data in a structured manner
Strong working knowledge of Windows based programs (Word, PowerPoint,
Access, etc.
Innovative and able to influence.
Own end-to-end reporting and MIS delivery for multiple projects. Be
responsible for ensuring the timeliness and accuracy of all reports.
Lead meetings and develop agenda for Ops and Support functions to review
performance and productivity.
Provide clarity and instructions to your team on the expectation for each
report and dashboard. Build redundancies for effective delivery.
Follow a structured road map to develop the team and get them ready to
scale up as the new automated reporting process are set up and executed.
Link process metrics, performance metrics and set up benchmarks for
comparable projects and processes.
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