Command Centre Analyst (Remote)

Command Centre Analyst (Remote)

• 2 to 4 years of experience in contact center reporting, data analysis, MIS

• Should be

  amenable to work on different schedules

  (Day Shift, Mid Shift, Night Shift)
• Proficiency in

  Advanced Excel,

  SQL,

  VBA Macros and WFM

• Excellent Interpersonal skills with out of the box problem solving approach
• Experience in developing dashboards and understandable reports using visualizations

Role & Responsibilities

• Develop and distribute contact center reports in an accurate and timely manner.
• Monitor real-time volumes and adjust staffing as needed to maintain service levels
• Track and report on key performance indicators (KPIs) such as average handle time, occupancy, shrinkage, and service level.
• Collaborate with team leaders and operations management to optimize resource allocation
• Ensure all periodic and ad hoc reports/dashboards are prepared as per stakeholder requirements and frequency.
• Update and maintain reports in Power BI
• Automate reports using VBA Macros
• Update/Generate schedules using WFM tools
• Create/Maintain SOPs
• ID management: Update the changes in role, attritions, new additions etc. accordingly in all tools and records accurately and in timely manner
• Follow up with stake holder whenever required, respond/acknowledge to all the emails accordingly
• Develop and maintain effective working relationships with operational leaders, and partners, both internal and external
• Participate in wider projects and initiatives.

Performance Reporting & Analytics:

• Generate daily, weekly, and monthly reports on KPIs such as utilization, occupancy, shrinkage, service levels, and agent performance.
• Provide actionable insights and trend analysis to operations and leadership teams.
• Maintain reporting dashboards and automate recurring reports where possible.
• Ensure workforce and performance data is accurate, up to date, and consistently maintained.
• Identify reporting gaps or inconsistencies and propose improvements.
• Monitor agent adherence, and real-time performance metrics.
• Proactively address staffing gaps or volume spikes to maintain service levels.
• Communicate with team leaders and supervisors to manage exceptions and intraday adjustments.

Reporting: 50%

• Volume, SLA, C SAT, Agent Performance reporting
• Ad-hoc reporting
• Building templates
• Report Automation

WFM: 50%

• Head count reports, Schedule Adherence reports
• Schedule Uploading
• Capacity Planning
• Real-time monitoring of channel-level queue
• Shrinkage Planning

PS