You are as unique as your background, experience and point of view. Here, you'll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world.
Job Description:
ROLE SUMMARY:
The role directly supports the Operations team and serve as MIS and Workforce Management Specialist in a contact center environment. Their key stakeholders will be operations leadership, human resources, business excellence, finance and resource planning teams.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
MIS
Provide support and maintenance to existing management information systems (MIS)
Generate and distribute management reports in accurate and timely manner
Provide recommendations to update current MIS to improve reporting efficiency and consistency
Perform data analysis for generating reports on periodic basis
Develop and support MIS system for performance management and internal communication
Provide strong reporting and analytical information support to management team
Generate both periodic and ad hoc reports as needed
Participate in cross-functional meetings to resolve recurring MIS related issues
Provides analytical support for special projects
WORKFORCE MANAGEMENT
Prepares intraday reports on staff attendance; Monitor intraday attendance and schedule adherence.
Communicate with management and operations team to ensure compliance with company standards.
Ensures hours are accurately accumulated and categorized in a format compatible with company and department payroll procedures.
Processes management requests for modifications of scheduling events (meetings/training, etc.).
Use accuracy of schedule measurements for continuous improvement, including making recommendations to improve scheduling efficiency and team member satisfaction.
KEY COMPETENCIES:
Expert user of Excel
Strong problem solving and analytical skills.
Ability to produce meaningful results from data.
Experience in consolidating and analyzing data sources.
Understanding of queuing theory and Call Centre mathematics.
Excellent written and verbal communication skills.
Superior collaborative working abilities.
Attention to detail and in-depth planning, organizational and time management skills.
Comfortable learning new applications quickly with minimal direction.
Experience forecasting in call center environments
Tableau Developer
Experienced user of VBA and/or Tableau
IEX/Nice user
ASSETS:
Experience in using large databases with complex relationships between tables
Experience in daily monitoring in a call center environment
Strong familiarity with Call Centre scheduling software such as IEX
Job Category:
Customer Service / Operations
Posting End Date:
30/08/2024
