Posted:13 hours ago|
Platform:
Work from Office
Full Time
Key Responsibilities
Design, develop, and maintain daily, weekly, and monthly performance reports including attendance, productivity, and service-level metrics.
Collect, validate, and consolidate data from multiple tools to ensure comprehensive reporting.
Maintain data accuracy, consistency, and integrity across all systems and databases, implementing robust data governance practices.
Reporting & Analysis
Build interactive dashboards and visualizations using advanced tools like Excel and Power BI to provide actionable insights.
Automate reporting workflows to enhance efficiency, reduce manual intervention, and improve accuracy.
Perform trend analysis to support strategic decision-making and operational improvements.
Real-Time Monitoring (RTM)
Monitor live queue performance, agent adherence, and service-level compliance to ensure optimal resource utilization.
Provide real-time alerts and actionable recommendations to operations teams for immediate performance correction.
Collaborate with workforce management and operations to optimize staffing and scheduling based on real-time data.
Strong proficiency in MS Excel (Advanced), SQL, Tableau, Power BI.
Excellent analytical and problem-solving skills with attention to detail.
Ability to work under pressure and manage multiple priorities in a fast-paced environment.
Strong communication and stakeholder management skills.
Minimum 3 year experience in MIS reporting, data analytics, and real-time monitoring within a BPO, contact center, or similar environment.
Europ Assistance India
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