Senior Associate - Business Intelligence

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

-    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

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.