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About the role
- Collect and analyze data related to workforce management, including call volumes, service levels, agent performance, and other key metrics
- Maintain & publish comprehensive reports at day level, week level, month & quarter level including dashboards that provide a clear understanding of performance and efficiency (metrics like Shrinkage, Attrition, Graduation rate, AHT, Occupancy, Service level etc)
- Identify trends and patterns in data & provide recommendations for process improvements and optimization both internal & external facing
- Collaborate with cross-functional teams to understand business requirements and translate them into meaningful reporting solutions
- Monitor, track & publish metric comparisons (Budget vs Assumption vs Actual’s)
- Work with internal WFM poc’s, Customers & Finance in identifying and resolving gaps if any
- Perform regular audits to ensure data accuracy and integrity in relation to WFM Department Enterprise Reports, Dashboards, MBR & QBR deck data inputs etc
- Continuously analyze and evaluate the effectiveness of workforce management strategies and make recommendations for improvement
- Reduce Cost per Reports @ Arise & find opportunities to Automate/Transform business reporting
- Stay updated on industry best practices in workforce reporting and analytics
Requirements
- Proven experience as a Data/Reporting Analyst or in a similar analytical role in BPO for a minimum of 4-5 years
- Proficiency in data analysis tools and techniques, such as Excel, PowerBI, SQL, and data visualization tools (e.g., Tableau)
- Hands-on experience and familiarity with workforce management and ACD systems, (i.e. Avaya, TCS, IEX, Verint, Teleopti etc)
- Strong analytical and problem-solving skills, with keen attention to detail
- Excellent verbal & written communication skills, with the ability to present complex data clearly and concisely
- Strong understanding of workforce management metrics and reporting needs
- Ability to work independently and collaboratively in a fast-paced environment
- Excellent time management skills, with the ability to prioritize and meet deadlines
- Ability and willingness to work flexible shifts, as necessary, after hours & weekends if required
- Degree in computer, Science or Mathematics, or a related field (Preferred, Not Mandated)
Benefits
- Health insurance
- Flexible work arrangements
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
data analysisdata visualizationExcelPowerBISQLTableauworkforce managementACD systemsdata accuracyreporting solutions
Soft Skills
analytical skillsproblem-solving skillsattention to detailverbal communicationwritten communicationcollaborationtime managementability to work independentlyability to prioritizeflexibility