Job
Description
Job Title : Assistant Manager - WFM & MIS Experience : 3-5 years Location : Whitefield, Bangalore Mode : Work from Office Working Days : 6 Days in a week Job Overview: We are seeking a proactive Assistant Manager WFM, MIS & Power Bi to manage and enhance data analytics and reporting functions. The role requires strong skills in Power BI and Excel to develop insightful reports and dashboards, optimize data processes, and support decision-making in a BPO environment. Key Responsibilities: Power BI Reporting : Design, develop, and maintain Power BI dashboards and reports to provide real-time business insights. MIS Reporting : Oversee the creation and distribution of daily, weekly, and monthly MIS reports across various business units. Data Analysis : Analyze large datasets, identify trends, and provide actionable insights to management. Collaboration : Work closely with business leaders and cross-functional teams to gather reporting requirements and deliver customized solutions. Data Integrity : Ensure the accuracy and integrity of data used in reports and dashboards. Automation & Process Optimization : Assist in automating manual reports and optimizing existing reporting processes. Presentation : Present findings in clear, concise formats suitable for different stakeholders. Support : Provide training and support to team members on data analysis tools and reporting processes. Client Management: Client management focuses on building and maintaining strong relationships with clients to meet their needs and ensure satisfaction. Key elements include: Communication: Regular, clear updates tailored to client preferences. Expectations Management: Set realistic goals and deliverables. Problem-Solving: Address challenges quickly and creatively. Relationship Building: Engage with clients regularly and offer additional value. Feedback: Collect and act on client feedback to improve service. Stakeholder Management: Stakeholder management involves managing individuals or groups who have an interest in a project or business. It includes: Identifying Stakeholders: Recognize all relevant stakeholders early. Understanding Needs: Address their interests and concerns. Communication: Keep stakeholders informed at key milestones. Building Relationships: Develop trust and engage regularly. Managing Conflicts: Resolve conflicting interests and find solutions. Capacity planning for a Business Process Outsourcing (BPO) involves ensuring the right resources are available to meet demand efficiently, while maintaining service quality. Key steps include: Demand Forecasting : Analyze historical data and trends, customer contracts, and market conditions to predict future workload. Workforce Planning : Calculate the required number of agents based on workload estimates. Consider skill mix, shift planning, and flexibility to handle demand fluctuations. Technology & Infrastructure : Ensure your systems (CRM, telephony, etc.) can scale with demand. Consider automation and AI for efficiency. SLA Compliance : Align staffing levels with service level agreements (SLAs) to avoid penalties, and include buffer capacity for unforeseen demand spikes. Performance Metrics : Monitor KPIs (e.g., response time, agent productivity) to ensure the right balance of resources. Scalability : Build flexibility into staffing (e.g., part-time agents) and consider outsourcing to scale quickly. Risk Management : Prepare for disruptions with contingency plans and backup systems. Continuous Monitoring : Regularly review performance and adjust resources as needed based on real-time data and feedback. By forecasting demand and adjusting resources effectively, BPOs can maintain smooth operations while meeting client expectations. Required Skills: Power BI : Strong experience in creating and maintaining Power BI dashboards, data modeling, and DAX queries. Advanced Excel : Proficiency in advanced Excel functions like VLOOKUP, SUMIF, Pivot Tables, and charts. Data Analysis : Solid understanding of data analysis techniques, including identifying trends, making data-driven decisions, and presenting insights. SQL : Ability to query databases (basic knowledge of SQL is a plus). Business Intelligence Tools : Familiarity with other BI tools (Tableau, QlikView, etc.) is a plus. Problem-Solving : Strong analytical and problem-solving skills to interpret data and identify process improvements. Communication : Excellent written and verbal communication skills to present complex data in a simple manner. Teamwork : Ability to work effectively in a team and collaborate across departments. Capacity Planning(BPO) , Stake Holder Management & Client Management Preferred Skills: Knowledge of data automation and workflow optimization tools. Experience in BPO or similar service-oriented environments. Qualifications: Bachelor’s degree in Business, Information Technology, or a related field. 3-5 years of relevant experience in Power BI, MIS, Data Analytics, or reporting within a BPO or corporate environment. Contact : Jagadish - 7339655795 / jagadish.r@genisys-group.com
