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 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