Senior Associate - Business Intelligence

Job Description: Key Responsibilities:

• Data Management: Collect, clean and validate raw data from multiple internal departments

• Reporting: Prepare accurate daily, weekly and monthly MIS reports and performance dashboards

• Analysis: Interpret data trends to provide actionable insights for management reviews

• System Maintenance: Maintain secure and up to date databases and reporting templates

• Process Improvement: Automate reporting workflows and assist in resolving data discrepancies

• Responsibilities: - Advance proficiency in MS Excel/Access is a must, Advanced MS Excel (Pivot Tables, Vlookup, Macros and data visualization tools Power BI & Tableau)

• Should hold thorough knowledge of Tables, Relationships, Queries, Forms, Reports, Modules & Advanced Macros

• Identifying and understanding the requirements of the stakeholders with respect to database system that needs to be developed

• Developing and designing the database architecture per the given instruction and modifying them to accommodate the business requirements

• Design & develop user interface forms in MS Access & MS Excel, troubleshooting the issues around it

• Should have capability to prepare metric report, consolidation dashboards, complex problem solving, critical thinking & decision making

• Consolidation and integration of data from multiple source in to single reporting environment

• Communicate with management and operations team to ensure compliance with company standards

• Collaborate with Fulfillment Operations Department Management on identifying opportunities to further optimize our workforce

• Performs any other related duties as required or assigned

• 3-6 Years experience in Workforce Management, preferably in contact centers with at least 50 employees

• Experience with Workforce Management activities like scheduling, performance tracking, reporting

• Demonstrated strong analytical skills, with emphasis on forecasting

• Ability to work alone with Team with minimum supervision, occasionally under time pressure and on several tasks at the same time

• Ability to effectively communicate orally and in writing with co-workers, management of teams, other Departments, vendors, and outside agencies, including being sensitive to professional ethics

Qualifications: Skills Requirements:

• Ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail
• Solid critical thinking, problem solving, and interpersonal skills
• Demonstrates ability to give and receive feedback with peers and business partners
• Ability to work independently with minimal supervision
• Must demonstrate sound arithmetic, analytical and problem solving ability.
• Ability to adapt to workload and multitask with attention to detail in a dynamic environment.
• Excellent verbal, written and comprehension skills
• Ability to scrub, dissect and shape data, create customized reports.
• Good Knowledge on WFM systems such as eWFM, Verint/BluePumpkin, IEX, CMS etc.
• Create forecasts, schedules and IDPs, run scenarios inside a WFM tool
• Strong Excel skills. Ability to scrub, dissect and shape data, create customized reports.