T&T - Customer -CS&D | Customer Experience | Bangalore | Senior Consultant

The team:

Customer is about much more than just the numbers. It’s about attesting to accomplishments and challenges and helping to assure strong foundations for future aspirations. Deloitte exemplifies the what, how, and why of change so you’re always ready to act ahead. Learn more about Customer

Role Overview:

The ideal candidate should possess advanced knowledge of the Contact Center KPIs, WFM and Data & Analytics tools expertise, with a proven track record of delivering robust, scalable MI reporting in a complex business environment.

Key Responsibilities:

• Design, develop, and maintain excel/HTML dashboards, reports, and data models to support business decision-making.
• Meet the SLA of the MI reporting timelines
• Collaborate with business stakeholders to gather requirements and translate them into effective MI solutions
• Implement data governance, security, and access controls within MI reports
• Troubleshoot and resolve issues related to data accuracy and performance
• Prepare and maintain the process documentation.
• Identify and implement automation and performance optimization opportunities.

Required Skills and Experience:

• Experience in delivering the MI reporting in contact center environment.
• Should have the knowledge of the contact center operations and WFM KPIs.
• Advanced proficiency in excel and VBA.
• Excellent problem-solving, communication, and stakeholder management skills
• SQL/BQ skills, with experience in optimizing queries for performance and scalability.
• Experience with ETL processes and Python scripting is advantageous
• Experience in either Power BI/QlikView or Looker is an added advantage

Level of Experience Required 6 to 9 years

Location and way of working

• • Location- Bangalore
  • Working from the office at least 3 days a week is mandatory, with a hybrid model tailored to each domain’s specific needs
  • Education : MCA/ Mtech/ MBA/ B. Tech/ BBA/ BSC/ BE/ B.Com