Planning and Scheduler

1.⁠ ⁠MIS and Reporting Specialist

Job Summary:

We are looking for a detail-oriented and analytical professional to develop, maintain, and analyze reports that offer actionable insights in a BPO environment. The role is crucial to drive data-based decision-making and improve operational efficiency.

Key Responsibilities:

Design and automate reports covering KPIs such as SLAs, AHT, occupancy, etc.

Analyze data trends and provide performance improvement recommendations.

Collaborate with operations, workforce, and QA teams for reporting accuracy.

Maintain and enhance dashboards.

Perform root cause analysis on anomalies and performance issues.

Ensure data accuracy and integrity.

Create ad-hoc reports and support system integration initiatives.

Skills & Experience:

Bachelor's degree in relevant field

2–3 years in MIS/reporting, ideally in a BPO/call center

Proficiency in:

Advanced Excel (pivot tables, macros, Power Query)

Google Sheets, SQL

Power BI / Tableau / Google Data Studio

WFM Tools (Verint, NICE IEX, Genesys WFM, etc.)

CRM/ACD Platforms (Avaya, Five9, Salesforce, etc.)

Preferred Certifications:

Power BI, Tableau, Google Data Analytics

Lean Six Sigma (Yellow/Green Belt)

Excel or VBA Certification

Key Competencies:

High attention to detail, analytical mindset

Independent, deadline-oriented

Strong communication and stakeholder management

2.⁠ ⁠Reporting and Scheduling Specialist

Job Summary:

This role supports workforce optimization and performance management by handling scheduling, real-time adherence, and reporting to ensure SLA and productivity targets are met.

Key Responsibilities:

Create and optimize schedules based on forecasts

Monitor real-time performance and adherence

Generate reports on scheduling, productivity, KPIs, etc.

Analyze data to identify trends and present insights

Manage shift swaps, leave requests, and exceptions

Support planning and shrinkage management

Skills & Experience:

Bachelor’s degree in a related field

2–3 years in scheduling/reporting within BPO/contact center

Proficient in:

WFM tools (NICE IEX, Verint, Aspect, etc.)

Advanced Excel, Power BI / Tableau, Google Sheets

Google Data Studio, basic SQL

ACD/CRM platforms (Avaya, Salesforce, etc.)

Preferred Certifications:

NICE/Verint WFM, Tableau, Power BI, Excel Expert

Lean Six Sigma Yellow Belt

Key Competencies:

Strong accuracy and detail orientation

Analytical and problem-solving skills

Good time management and flexibility

Strong coordination and communication

Job Type: Full-time

Pay: ₹16,072.02 - ₹21,586.37 per month

Work Location: In person

Application Deadline: 27/07/2025