LAM EB - WFM & MIS

Job description

- Job Description: Develop, maintain, and distribute daily, weekly, and monthly reports on call center performance metrics, including call volume, average handle time, service levels and customer satisfaction - Create and manage dashboards to provide real-time visibility into call center performance - Ensure data accuracy and consistency across all reporting platforms - Analyze call center data to identify trends, patterns, and areas for improvement - Provide actionable insights and recommendations to management based on data analysis - Track and report on key performance indicators (KPIs) and service level agreements (SLAs) - Troubleshoot and resolve any issues related to MIS tools and data reporting - Assist in workforce planning by analyzing historical data and forecasting future call volumes - Support strategic initiatives by providing data-driven insights and recommendations - Work closely with call center management, operations, and training teams to align reporting with operational needs - Communicate findings and insights effectively to stakeholders through presentations and reports - Ensure that all reports and data management practices comply with company policies and industry regulations - Maintain thorough documentation of data sources, reporting processes, and system configurations - Responsibilities: Develop, maintain, and distribute daily, weekly, and monthly reports on call center performance metrics, including call volume, average handle time, service levels and customer satisfaction - Create and manage dashboards to provide real-time visibility into call center performance - Ensure data accuracy and consistency across all reporting platforms - Analyze call center data to identify trends, patterns, and areas for improvement - Provide actionable insights and recommendations to management based on data analysis - Track and report on key performance indicators (KPIs) and service level agreements (SLAs) - Troubleshoot and resolve any issues related to MIS tools and data reporting - Assist in workforce planning by analyzing historical data and forecasting future call volumes - Support strategic initiatives by providing data-driven insights and recommendations - Work closely with call center management, operations, and training teams to align reporting with operational needs - Communicate findings and insights effectively to stakeholders through presentations and reports - Ensure that all reports and data management practices comply with company policies and industry regulations - Maintain thorough documentation of data sources, reporting processes, and system configurations Qualifications: Strong Excel skills. Ability to scrub, dissect and shape data, create customized reports, Knowledge of Power BI / SQL and Python will added advantage Power BI must Any Graduate