Responsibilities

• Collect and analyze data related to workforce management, including call volumes, service levels, agent performance, and other key metrics.
• Maintain & publish comprehensive reports at day level, week level, month & quarter level including dashboards that provide a clear understanding of performance and efficiency (metrics like Shrinkage, Attrition, Graduation rate, AHT, Occupancy, Service level etc).
• Identify trends and patterns in data & provide recommendations for process improvements and optimization both internal & external facing.
• Collaborate with cross-functional teams to understand business requirements and translate them into meaningful reporting solutions. (Focus on qualitative & actionable reporting)
• Monitor, track & publish metric comparisons (Budget vs Assumption vs Actual’s). Work with internal WFM poc’s, Customers & Finance in identifying and resolving gaps if any.
• Perform regular audits to ensure data accuracy and integrity in relation to WFM Department Enterprise Reports, Dashboards, MBR & QBR deck data inputs etc.
• Continuously analyze and evaluate the effectiveness of workforce management strategies and make recommendations for improvement. (Reduce Cost per Reports @ Arise) & find opportunities to Automate/Transform business reporting.
• Stay updated on industry best practices in workforce reporting and analytics.

Qualifications & Requisites:

• Proven experience as a Data/Reporting Analyst or in a similar analytical role in BPO for a minimum of 4-5 years
• Proficiency in data analysis tools and techniques, such as Excel, PowerBI, SQL, and data visualization tools (e.g., Tableau).
• Hands-on experience and familiarity with workforce management and ACD systems, (i.e. Avaya, TCS, IEX, Verint, Teleopti etc)
• Strong analytical and problem-solving skills, with keen attention to detail.
• Excellent verbal & written communication skills, with the ability to present complex data clearly and concisely.
• Strong understanding of workforce management metrics and reporting needs.
• Ability to work independently and collaboratively in a fast-paced environment.
• Excellent time management skills, with the ability to prioritize and meet deadlines.
• Ability and willingness to work flexible shifts‚ as necessary‚ after hours & weekends if required.
• Degree in computer, Science or Mathematics, or a related field (Preferred, Not Mandated)