Chandigarh, India
Team Lead MIS / WFM
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Responsibility

· Manage RTA & MIS for the project
· Create Dashboards & Reports highlighting deviations in volume trends
· Should be well versed with running macros, Excel based reports & Power BI
· Should have worked on capacity planning basis usage of different WFM tools
· Analyze problems and discover the best ways to solve them
· Should be able to share insights on project deliverables with high focus on reducing redundancy & effective staff utilization
· Must have managed complex portfolios with high volume flow across different channels of servicing Voice/Non Voice/Email & Chat
· Develop and implement strategies to achieve organizational goals. Must have a strong analytical bent of mind with an ability to dive deep & understand large sets of data
· Effective Communication skills. Ability to work under a high pressure environment & meet strict timelines
· Develop documentation to allow smooth operation and easy system maintenance.
· Generate and distribute management reports in an accurate and timely manner.
· Develop MIS documentation to allow smooth operation and easy system maintenance
· Create reports for Weekly/Monthly & executive Business Reviews

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