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WFM Manager Analytics – Sitel.com – Mumbai – (3-4 years of experience)

Designation – WFM Manager Analytics

Location – Mumbai

About employerSitel.com

Job description:

Responsibilities

  • Responsible for selecting, training and effectively managing the Analytics Team to develop suitable competence to support succession planning and meet customer needs and expectations
  • Manage a team of AMs who are responsible for providing analytics for various lines of business.
  • Co-ordinate with Operations and Management for preparation of Report and highlight gaps and revenue leakages if any
  • Ensure output committed is understood and timelines are met
  • Work with multiple teams to help procure data for analytics
  • Build Multiple & Analytical dashboards & reports that reflect the priorities/MSA KPI’s of the centre and business.
  • Creating Financial impact analysis reports & Dashboards.
  • Be able to work/generate simple to medium complex SQL queries for reporting purpose.
  • Provide analytical inputs to improve the efficiencies of various departments, based on their respective business needs.
  • Highlighting / identification of process gap and improvement to the Top Management.
  • Be proactive in seeking and giving business critical information/ feedback that can help enhance operational effectiveness
  • Ensure complete root cause analysis for any key metric/KPI not performing, along with detailed analysis/reasons.
  • Perform other work as required and assigned.

Qualification and Skills Required

  • 3-4 years of experience in similar profile.
  • Minimum Graduation.
  • Knowledge of various analytical methods like Box Plots, correlation, Annova single & Two Factor, regression etc.
  • Knowledge of Six Sigma would be added advantage.
  • Should have financial knowledge of call centers workings.
  • Flexible, creative problem-solving, anticipates changes and welcomes challenges.
  • Strong computer skills that include proficiency in MS Office suite, particularly Excel.
  • Previous experience in a dynamic, fast-changing call center environment required.
  • Proven analytical skills ability to communicate with various management levels.
  • Must be able to communicate clearly and effectively with all levels within the organization.
  • Knowledge of various Call Center Reporting Systems would be a plus.
  • Prior WFM BPO/ ITES knowledge is mandatory.

Interested people can apply for this job can mail their CV to [email protected] with subject as WFM Manager Analytics – Sitel.com – Mumbai

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