Designation – WFM Manager Analytics

Location – Mumbai

About employer– Sitel.com

Job description:

Responsibilities

• Responsible for selecting, training and effectively managing the Analytics Team to develop suitable competence to support succession planning and meet customer needs and expectations
• Manage a team of AMs who are responsible for providing analytics for various lines of business.
• Co-ordinate with Operations and Management for preparation of Report and highlight gaps and revenue leakages if any
• Ensure output committed is understood and timelines are met
• Work with multiple teams to help procure data for analytics
• Build Multiple & Analytical dashboards & reports that reflect the priorities/MSA KPI’s of the centre and business.
• Creating Financial impact analysis reports & Dashboards.
• Be able to work/generate simple to medium complex SQL queries for reporting purpose.
• Provide analytical inputs to improve the efficiencies of various departments, based on their respective business needs.
• Highlighting / identification of process gap and improvement to the Top Management.
• Be proactive in seeking and giving business critical information/ feedback that can help enhance operational effectiveness
• Ensure complete root cause analysis for any key metric/KPI not performing, along with detailed analysis/reasons.
• Perform other work as required and assigned.

Qualification and Skills Required

• 3-4 years of experience in similar profile.
• Minimum Graduation.
• Knowledge of various analytical methods like Box Plots, correlation, Annova single & Two Factor, regression etc.
• Knowledge of Six Sigma would be added advantage.
• Should have financial knowledge of call centers workings.
• Flexible, creative problem-solving, anticipates changes and welcomes challenges.
• Strong computer skills that include proficiency in MS Office suite, particularly Excel.
• Previous experience in a dynamic, fast-changing call center environment required.
• Proven analytical skills ability to communicate with various management levels.
• Must be able to communicate clearly and effectively with all levels within the organization.
• Knowledge of various Call Center Reporting Systems would be a plus.
• Prior WFM BPO/ ITES knowledge is mandatory.

Interested people can apply for this job can mail their CV to [email protected] with subject as WFM Manager Analytics – Sitel.com – Mumbai

If you want to stay updated on latest analytics jobs, follow our job postings on twitter or like our Careers in Analytics page on Facebook