Roles and Responsibilities:

• The incumbent will be responsible for accurate & time bound reporting
• To create & send daily/weekly/monthly MIS reports
• Communication with the Internal Team, Operations, Clients & Management
• Monitor all deviations from planned metrics or Targets
• Raise alerts with respective stakeholders with recommendations
• Coordination with Ops & Client
• Contribute to the business by proactively providing solutions to possible situations which impact performance/ Revenue
• Should be conversant in oral & written English and should be able to speak Hindi

Key Deliverables (KRA Measure): 

• Preparation of daily/weekly/monthly MIS reports
• Identifying and highlighting process leakages to Operations head
• Ensure that service levels on offered volumes are met as per agreed SLA with the client

• Candidate must be college or vocational school graduates or possess comparable work experience
• Min 18 months of experience as a WFM/RTA from a BPO. (Mandate)
• Overall, 4 years’ experience is mandate
• Good knowledge on formula like , SL, ABN, Occupancy, AHT, shrinkage, Attrition, Sumif, countif, Vlookup, Hlookup, IF condition, IFERROR, IF AND, IF OR, conditional formatting, pivot table creation and modification
• Analytical thinking and approach towards data
• Should have basic knowledge of WFM - Planning, Scheduling, Forecasting, and Reporting
• Knowledge of Call Center/Back Office attendance and shrinkage calculation process
• Ability to create various types of dashboards and reports
• Understanding of operational process, logical thinking, and reporting
• Good written and verbal communication
• Ability to handle pressure
• Ability to follow instructions and complete task within TAT
• Should be open to change and multi-tasking skills
• Preferable: Knowledge of MS Access, VBA, SQL