Associate, Wfm Reporting Jobs

Key Responsibilities:

• Resolve escalated issues and requests from the account management\
• Highlight data abnormalities that he may spot in the dataset beforehand
• Preparing ad-hoc reports & analysis for management reporting and needs
• Assisting in automating reports by designing macros
• Maintaining and updating trackers for ongoing programs & projects
• Responsible for preparing daily, weekly, and monthly client/internal reports.
• Preparation of weekly performance / KPI reports and maintaining performance dashboards
• Preparing Monthly performance data for incentives for Operations
• Supporting key strategic projects involving Data mining & Analytics
• Optimize the use of tools/technology & to improve the efficiency and effectiveness of the organization
• Data extraction and data upload from the client system to the CNX side
• Capacity planning and Scheduling for the process

Desired Skills :

• Hands-on Experience in Reporting through CRM Switch and Scheduling Tools. Like. CMS Avaya, OB Dialer, Genesys, IEX etc.
• Excellent communication in English (Verbal and written)
• Advanced Excel Knowledge (Dashboard Reporting and functions)
• Flexible with shifts
• Complete understanding of Call Center Operational Metrics and calculation
• Be excellent at time management