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Workforce Management Analyst

ADVATIX - Advanced Supply Chain and Logistics

2 years

0 Lacs

Gurugram Haryana India

Posted:1 month ago| Platform:

Apply

Skills Required

management communication excel reports macros design report metrics schedule tracking planning data automate power query support analysis presentation statistics reporting pivot tableau sql

Work Mode

On-site

Job Type

Full Time

Job Description

Designation- WFM-MIS

5 days Work From Office

Immediate Joiner only

US Shifts

Location- Gurugram

Excellent Communication only.

Hkaur2@advatix.com

Call- Harshpreet- 8448778081

It has to be a MIS Person who is well skilled with excel , reports , macros , must have created rosters – call Centre reports in the past for a high headcount

See below if this helps :

Key Responsibilities:

Design, develop, and generate daily, weekly, and monthly performance reports and dashboards for BPO operations.
Track and report key metrics such as AHT, FCR, CSAT, SLA, attrition, shrinkage, and schedule adherence.
Maintain and update agent rosters, ensuring shift alignment, leave tracking, and manpower planning accuracy.
Coordinate with operations, HR, and WFM teams to collect and validate data for reporting.
Automate reports using advanced Excel functions, macros, and Power Query where possible.
Identify trends and anomalies in performance data and provide actionable insights to stakeholders.
Ensure timely and accurate delivery of all reports within agreed SLAs.
Support management with ad hoc data requests, analysis, and presentation materials.

Key Skills and Qualifications:

Bachelor’s degree in Commerce, IT, Statistics, or a related field.
2+ years of experience in an MIS/Reporting role in a BPO or call center environment.
Strong knowledge of BPO KPIs and workforce management processes.
Proficiency in
MS Excel
(VLOOKUP, Pivot Tables, Macros, Charts, Conditional Formatting).
Experience with
reporting tools
like Power BI, Tableau, or SQL is an added advantage.
Strong analytical and problem-solving skills.
Good communication and interpersonal abilities.
Ability to work independently and handle multiple priorities.

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