VBA Automation Analyst

Location

Experience

Concentrix, an American business services company specializing in customer engagement and business performance. Concentrix is headquartered in Fremont, California. Concentrix provides services within 10 industries: Automotive, Banking and Financial Services, Consumer Electronics, Energy and Public Sector, Healthcare Services, Insurance, Media and Communications, Retail and eCommerce, Technology, and Travel, Transportation and Tourism.

Key Responsibilities:

• Design, analyze, implement and monitor company-wide workforce planning and headcount tracking/management initiatives to accurately track and forecast evolving workforce needs
• Work with leadership to ensure appropriate usage of time tracking systems to improve data accuracy
• Finds opportunities to automate / streamline reports, and redesign reports to include these efficiencies
• To setup the database structure for reporting
• Maintain tables and purge data as and when required
• Periodic review of the database structures.
• Updated and setup new tables as and when the source or output data items change.

• Excellent analytical and Workforce Management ability.
• Work with WFM Leadership to identify KPIs and business drivers for each line of business, to highlight trends and underlying causes of variance.
• Effective analysis is only possible with good data - be a champion of data accessibility, accuracy and quality by partnering with other groups like Operations, HR and Sales.
• Serve as a subject matter expert for WFM metrics and data sources
• Using applied and behavioral analytics, build appropriate models to analyze performance trends, understand the root causes and/or drivers, and generate actionable insights
• Serve as a subject matter expert for WFM metrics and data sources.
• Ensure data integrity through the development and use of system controls
• Responsible for all the report automation as per customer request.

Desired Skills/Requirement

• Graduate with overall 5+ years of Contact Center experience and good communication skill.
• 3+ years’ Workforce Management (Optional) and at least 3 year with core reporting experience.
• Expertise in managing large data sets.
• Understanding of associated tools and systems like CMS, EXCEL and preferably WFM Tools like IEX.
• Experience in report automation using (VBA), SQL, MS Access.
• Periodic review of database structures.
• Technical Consultant and primarily be involved in the implementation phase of the project where he/she will responsible for the configuration, integration testing, and supporting User Acceptance testing of the customer.
• Ability to balance attention to detail with expeditious execution in a fast-paced environment.
• Expertise in SQL programming.
• An eye for design, with the ability to tell a clear story and make the complex simple.

Working Hours

Qualification