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