Wfm - Executive

6 days ago

Bengaluru, India Tikmi technology Full time

**Job Description - Work Force Management**

**Position Title**: - Executive/Sr. Executive

**Job Category**: - Support Function

**Department / Process**: - BPO - Analytics / Business Analysis

**Qualification**: - Any Graduate (Prefer Computer Science / Data Analytics Knowledge)

**Reporting To**: - Asst. Manager

**No. of Team Members**: - N.A.

**Experience**: - 3 - 5 Yrs. call centre experience with a minimum 1-year MI Analyst role

**Roles and Responsibilities**:

- Good understanding of call centre operations, key performance metrics, real-time monitoring and work force management concepts.
- Proven ability to manage volume data tasks and interpret data into insightful reports or associated outputs, to support various operational strategies and business development roadmaps.
- Maintain the integrity of the MI Process with detailed review and data cleansing to ensure all data and reports are accurate, current, complete and consistent.
- Provide general advice and analysis to both internal and external business stakeholders and develop overall business knowledge to facilitate this function.
- Take ownership of team deliverables, provide cover for other team members when required and ensure the team SLA’s are always achieved within the agreed timelines and at the best service standards.

**Key Skills / Requirement**:

- **Technical Skills**: Strong knowledge of and experience working with reporting, database & statistical packages. Knowledge on WFM tools (IEX, NICE, Injixo, etc.) is a mandatory requirement.
- Knowledge on Excel, VBA/Macros and SQL at an advanced or moderate level is preferrable.
- **Knowledge on Amazon Connect/Athena, SSRS or Power BI is an added advantage.**:

- Analytical Skills**:Able to work with large amounts of data: facts, figures, and number crunching; and analyse through them to find conclusions.**:

- **Attention to Detail**:Must be vigilant in their analysis to come to correct conclusions.**:

- Communication Skills**:Ability to write and speak clearly, easily communicating complex ideas. Present findings, or translate the data into an understandable layman language.**:

- **Critical Thinking**:Able to look at the numbers, trends, data and find new ways to improvise the reporting and provide conclusions based on the findings.**:

- **Interpersonal Skills**:Ability to work with Global teams from different time zones and cultures in a fast paced, high volume environment.**:

- **Ability to multi task in rapidly changing priorities and cope working under pressure with precision and accuracy.**

**Salary**: Up to ₹55,000.00 per month

Schedule:

- Rotational shift

Ability to commute/relocate:

- Bengaluru - 560034, Karnataka: Reliably commute or planning to relocate before starting work (required)

**Experience**:

- total work: 1 year (preferred)

**Speak with the employer**

+91 8217252132

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