WFM, Reporting Analyst

Role: WFM, Reporting Analyst

DESIGNATION: WFM, Reporting Analyst

LOCATION: Bangalore

YEARS OF EXPERIENCE: 4+ yrs

Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.

Role and Key responsibilities:

• Responsible for preparing daily, weekly, and monthly customer and internal reports.
• Preparation of weekly performance / KPI reports and maintaining performance dashboards.
• Preparing ad-hoc analysis for management reporting and needs.
• Assisting in automating reports by designing macros and work with management to optimize workload.
• Supporting initiatives under the portfolio.
• 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.
• Excellent analytical and workforce management ability.
• 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.
• Ensure data integrity through the development and use of system controls.
• Responsible for all the report automation as per customer request.

Key Skills & Knowledge

• 5+ years of contact center experience and good communication skill.
• 2+ years workforce management (optional) and at least 1 year of core reporting experience.
• Expertise in managing large data sets.
• Understanding of associated tools and systems like CMS, EXCEL and Calabrio experience preferred.
• Experience in Power BI, Advanced Excel (VBA, Power Query) is a must.
• Good to know SQL, MS Access
• Periodic review of the database structures.
• Excellent knowledge of automation (scripting and macros).
• Experience with data extraction from various tools like CMS (Avaya/Genesys) or WFM tools (IEX).

Educational Qualification:

Disclaimer: -

'Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for recruitment’, ‘processing’ or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities.