Associate Manager Automation (WFM/MIS)

Job description

Job Description: • Excel automation and MIS (Management Information System) skills involve using advanced tools to streamline data handling, reporting, and analysis. • Mastering VBA (Visual Basic for Applications) for macros, Power Query for data transformation, Power Pivot for data modeling, and creating dynamic dashboards. • Knowledge of tools enabling automating repetitive tasks, such as generating daily reports and cleaning large datasets, which boosts efficiency • Act as an escalation point of contact for all exceptions related to MIS and Reporting • Ensures that optimum service levels are achieved within the Contact Centre on a monthly, daily and intra-day basis in order to drive up service level consistency performance • Analyses KPI trends and make callout to stakeholders to meet Company’s financial and qualitative goals • Should understanding on financial calculations and provide regular feed to optimize resources • Produce and maintain an appropriate and up-to-date Capacity Plan, which reflects the current and future needs of the business • Provide advice and guidance on all KPI performance related issues. Ensure that service performance achievements meet or exceed all of their agreed performance targets, by supplying timely and accurate inputs Applicant’s Specifications: • Good communication skills (Role requires interaction with Sr. Leadership and customers) • Should be proficient in writing code to automate repetitive tasks, create custom functions, and build user-driven tools along with Setting up automatic file generation, emailing reports, and password-protecting sheets • Should be proficient in Power Query: Extracting, transforming, and loading (ETL) data from multiple sources (SQL, web, text files) and building complex data models, managing relationships between tables, and using DAX (Data Analysis Expressions) • Good knowledge on Advanced Formulas: Mastering complex formulas like INDEX-MATCH, XLOOKUP, SUMPRODUCT, and nested IF functions along with creating visual dashboards using charts, sparklines, and slicers to visualize KPIs • Should have exposure to Aspect/IEX/BP standard WFM tools • Should be sound in his knowledge of Avaya CMS • Should be able to think on the feet to make decisions related to steps which would impact business