- Maintain reports & spreadsheets for historical data, manage email queues.
- Work closely with Operations for daily, weekly & monthly reports.
- Participate in periodic meetings with Operations & the Client.
- Provide insights & analytics on drivers impacting Service Levels & Volume.
- Providing insights on existing data to internal / external stakeholders.
- Identifying the market / process / queue by team / agent wise volume variations and alerting the respective stake holders proactively.
- All the observations should be reported to WFM to help changing the staffing plans / roster accordingly and send the alerts on SLA misses proactively.
- Recommend staffing changes to match the call demand & co-ordinate with the WFM resource on a daily basis to ensure adequate staffing is maintained.
Bachelor degree in business administration or any other related filedMinimum of 2 years of work experience in MIS / ReportingReporting function experience Proficiency in Microsoft Excel is must Knowledge in VBA is a plus