Senior Associate - Business Intelligence

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.