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