JOB DESCRIPTION
1. PEOPLE
- Leading a team of 5-6 Team Leaders. Selecting, training, developing, and managing performance of direct reports and their team members
- Facilitate development of WFM employees through effective certifications in WFM University
2. INNOVATION
- Developing / oversee reporting solution.
- Optimize use of tools / technology to improve efficiency & effectiveness of the reporting group.
- Analyze historical data for trends & patterns, and root cause to identify operational opportunities and pro-actively communicate this information to leadership while implementing appropriate action plans.
- Drive automation and standardize reporting across programs.
- Drive Best practices, Innovation, and Value additions to client and CNX.
3. PROCESS
- Ensure all work is performed in compliance with company policies as well as local, state and collection / sales laws and regulations.
- Support / drive transitioning of new clients.
- Track and Manage the PnL for his portfolio of WFM Engagements
- Responsible and accountable for defining & developing Process Strategy, Tools, & Solutions for delivery of WFM Disciplines (Forecasting, Capacity Planning, Scheduling, Activity Management, Real-time Adherence and Performance Tracking)
- Design and implement continuous improvement / high impact projects.
- Work on creating a pipeline of resources to cater to growth in existing accounts as well as new on-boarding new clients.
- Running scenarios and simulations basis requirement
- Understanding of Workload and HC calculations
- Create accruals for revenues that may have been possibly earned but are not yet recorded in the account.
- Perform impact analysis of various operational metrics performances to understand the gap between actual / planned revenues at different stages of revenue life cycle.
- Perform various types of analysis around cost & revenue and create charts / reports as required by the business to present various comparative views for decision making.
- Data collection from various data sources to be utilized in performing all key responsibilities and ad-hoc requests from the business.
4. REPORTS
- Managing the reporting function for supporting accounts / clients
- To report and liaise with other support teams for any technical issue and help in the resolution.
- Manage all contractual KPI / SLA targets for the account and ensure that accounts are in competitive vendor ranking for your account.
- Forecasting knowledge and able to forecast basis different methodologies.
- Provide end-to-end analysis of financial assessment on a weekly basis rolling up to the month.
- Calculate the positive and negative impact of compensated and non-compensated performance metrics on overall revenue.
- Planning & Scheduling
- Preparing PPTs and presentations
5. COMMUMICATION
- Coordinate with Operation for involving data mining & analytics.
- Create and maximize relationships with internal stakeholders & client partners.
- Communication with clients / operations - periodic review of performance, managing day to day activities & accommodating client requests.
Resolve escalated issues and requests from the client / account management.
REQUIREMENTS :
- Bachelor's degree (preferably Computer Science / Information Technology)
- Over 2 years of experience in Business Intelligence, Data Analyst, and visualization in both developing, managing and operating DWH, BI tools, PowerBI, , Python, SQL, Big Query Tableau, Google Studio VBA Macros...
- Experience on reporting through CRM switch and tools viz. CMS (Avaya), OB Dialer, Genesys, IEX etc are an advantage.
- Should have exposure to manage multiple Operation / Customer Service platform .
- Strong familiarity with Call Center operations, metrics, and reporting
- Ability to provide leadership, direction, motivation, development opportunities, and build high performing teams.
- Strong on interpersonal / communication and team management skills
- Exceptional analytical, problem solving and decision-making skills.
- Should be detail oriented and possess strong project management / organizational skills.
- Ability to multi-task, prioritize and meet timelines of deliverables.
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