About this role
Key Responsibilities:
- Data Management: Collect, clean and validate raw data from multiple internal departments
- Reporting: Prepare accurate daily, weekly and monthly MIS reports and performance dashboards
- Analysis: Interpret data trends to provide actionable insights for management reviews
- System Maintenance: Maintain secure and up to date databases and reporting templates
- Process Improvement: Automate reporting workflows and assist in resolving data discrepancies
- Advance proficiency in MS Excel/Access is a must, Advanced MS Excel (Pivot Tables, Vlookup, Macros and data visualization tools Power BI & Tableau)
- Should hold thorough knowledge of Tables, Relationships, Queries, Forms, Reports, Modules & Advanced Macros
- Identifying and understanding the requirements of the stakeholders with respect to database system that needs to be developed
- Developing and designing the database architecture per the given instruction and modifying them to accommodate the business requirements
- Design & develop user interface forms in MS Access & MS Excel, troubleshooting the issues around it
- Should have capability to prepare metric report, consolidation dashboards, complex problem solving, critical thinking & decision making
- Consolidation and integration of data from multiple source in to single reporting environment
- Communicate with management and operations team to ensure compliance with company standards
- Collaborate with Fulfillment Operations Department Management on identifying opportunities to further optimize our workforce
- Performs any other related duties as required or assigned
- 3-6 Years experience in Workforce Management, preferably in contact centers with at least 50 employees
- Experience with Workforce Management activities like scheduling, performance tracking, reporting
- Demonstrated strong analytical skills, with emphasis on forecasting
- Ability to work alone with Team with minimum supervision, occasionally under time pressure and on several tasks at the same time
- Ability to effectively communicate orally and in writing with co-workers, management of teams, other Departments, vendors, and outside agencies, including being sensitive to professional ethics
Skills Requirements:
- Ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail
- Solid critical thinking, problem solving, and interpersonal skills
- Demonstrates ability to give and receive feedback with peers and business partners
- Ability to work independently with minimal supervision
- Must demonstrate sound arithmetic, analytical and problem solving ability.
- Ability to adapt to workload and multitask with attention to detail in a dynamic environment.
- Excellent verbal, written and comprehension skills
- Ability to scrub, dissect and shape data, create customized reports.
- Good Knowledge on WFM systems such as eWFM, Verint/BluePumpkin, IEX, CMS etc.
- Create forecasts, schedules and IDPs, run scenarios inside a WFM tool
- Strong Excel skills. Ability to scrub, dissect and shape data, create customized reports.