Responsible to operate a MIS and Reporting team that will support the data andinformation requirements of Operations across multiple sites and geographies.You need to manage reporting/ MIS resources that will be located out of multiplelocations.You will be expected to constantly challenge the current level of reports delivery andbring in innovations in reporting to generate insights using the latest tools andtechnologies available.Provide leadership and guidance to your team members and continue to identify andrecruit talent to build a robust team. Lead transformation initiatives in the Reportingand MIS domain.Present point of view on operational metrics (performance and productivity) basedon reports and dashboards being generated.Desired Skills: Knowledge of Contact Centre methodologies and operational principles1-2+ years of experience performing Planning functions (MIS Reports, dataanalysis, capacity planning, forecasting, scheduling, real-time management,erlang model, multiple MIS reports) in a multi-site contact center environment-preferred Excellent interpersonal and written communication skills Ability to provide leadership, direction, motivation, development opportunities,and build high performing teams. Strong quantitative and analytical skills - Able to analyze data and drawinsights. Must be proficient with advance Excel, can organize/analyze, import/exportdata in a structured manner Strong working knowledge of Windows based programs (Word, PowerPoint,Access, etc. Innovative and able to influence. Own end-to-end reporting and MIS delivery for multiple projects. Beresponsible for ensuring the timeliness and accuracy of all reports. Lead meetings and develop agenda for Ops and Support functions to reviewperformance and productivity. Provide clarity and instructions to your team on the expectation for eachreport and dashboard. Build redundancies for effective delivery. Follow a structured road map to develop the team and get them ready toscale up as the new automated reporting process are set up and executed. Link process metrics, performance metrics and set up benchmarks forcomparable projects and processes.
