Senior Associate

7 days ago

Hyderabad, India Whatjobs IN C2 Full time

Role Title: MIS Cum WFM Manager Location: Hyderabad Reporting To: Associate Director Role Objective To ensure real-time visibility of business performance and optimize workforce allocation for maximum revenue conversion through effective MIS reporting and workforce management. Day-to-Day Responsibilities MIS (Management Information System) - Prepare and publish daily/weekly/monthly sales dashboards (lead allocation, call attempts, connections, conversions, revenue). - Track lead funnel performance (leads received → contacted → connected → pitched → closed). - Maintain advisor-level performance reports (logins, talk time, pipeline, revenue achieved). - Generate variance reports (plan vs. actuals) with actionable insights. - Automate repetitive reports using BI tools. - Dialer Management WFM (Workforce Management) - Forecast call volume and staffing requirements based on lead inflow. - Create shift rosters (11 AM–8 PM, 12 PM–9 PM, etc.) to ensure lead coverage in peak hours. - Monitor schedule adherence (logins, breaks, absenteeism, shrinkage). - Track real-time productivity metrics – occupancy, idle time, talk time, conversion %. - Work with TLs to redistribute leads and balance workload. Operational Support - Share end-of-day reports with leadership on performance vs. targets. - Provide data support for incentive calculations and payout validation. - Highlight underperforming leads, campaigns, or advisors with recommendations. - Support management in weekly reviews with updated dashboards. Key Deliverables / KPIs - Timeliness & accuracy of MIS reports. - Forecast vs. Actual staffing variance (WFM accuracy). - Improvement in advisor productivity (talk time, login adherence, conversion ratio). - Reduction in idle leads due to better shift/workforce planning. - % of reporting processes automated. Skills Required - Advanced MS Excel (pivot tables, macros, lookups, automation). - Working knowledge of SQL / Power BI / Google Data Studio preferred. - Strong understanding of sales funnel metrics & contact center KPIs. - Good problem-solving, analytical, and communication skills. - Proficiency in CRM tools. (Salesforce) Experience - 2–4 years in MIS, WFM, or Sales Ops (preferably in EdTech, BPO, or Inside Sales). - Prior experience in managing sales teams’ data, dialer reports, or lead allocation is a strong plus.

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