Team Lead -MIS -WFM

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

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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