Senior Work Force Management Analyst

Role: Senior Work Force Management Analyst
                      
Role Purpose:
A Work force management Analyst interprets data and turns it into information which can offer ways to improve business, thus affecting business decisions. 

Turn raw data into information and insight, which can be used to make business decisions.

Make recommendations about the methods and ways in which a company obtains and analyses data to improve quality and the efficiency of data systems.    
 

Key Accountabilities of the role      
 

• Provide business intelligence reports to management, call center managers, team leaders, and other relevant parties in regular basis (time sensitive reports & adhoc reports)
• Provide data to team leaders relating to thier KPIs
• Help call center management to develop budget for the call center.
• Prepare daily, monthly, yearly adhoc management reports.
• Make/suggest decisions on the basis of analysis of performance indicators (analytics)
• Development of various reports and applications (if required) to improve the efficiency of the call center
• Using automated tools to extract data from primary and secondary sources
• Removing corrupted data and fixing coding errors and related problems
• Developing and maintaining databases, data systems – reorganizing data in a readable format.
• Performing analysis to assess quality and meaning of data.
• Filter Data by reviewing reports and performance indicators to identify and correct code problems
• Using statistical tools to identify, analyze, and interpret patterns and trends in complex data sets that could be helpful for the diagnosis and prediction
• Assigning numerical value to essential business functions so that business performance can be assessed and compared over periods of time.
• Preparing reports for the management stating trends, patterns, and predictions using relevant data
• Working management heads to identify process improvement opportunities, propose system modifications, and devise data governance strategies.
• Designing and developing interactive dashboards and reports for business units.
• Maintaining data accuracy and integrity within BI systems.
• Provide support in Managing real time day to day operations of the call center.
   

Specialist Skills / Technical Knowledge Required for this role:
 

• A strong knowledge of MIS analysis and reporting structures
• DAX, M Coding and SQL Language
• Data Optimization 
• Advanced Microsoft Power BI Skills and Power BI Data modeling 
• Advanced Excel skills
• Reporting and data visualization skills
• Proven experience at delivering high quality output to tight deadlines.
• Good organizational and prioritization skills with the ability to manage multiple projects concurrently.
• Keen attention to detail.
• Excellent Math and statist knowledge
• Bachelor’s degree

Previous experience: 

• At least 2 years’ experience in a similar role or in a related field
• Familiar with the various call center reporting tolls and data
• Familiar with call center management software