Senior Associate - Business Intelligence

Key Responsibilities

Data Management

Collect, clean and validate raw data from multiple internal departments

Reporting

Prepare accurate daily, weekly and monthly MIS reports and performance dashboards

Analysis

Interpret data trends to provide actionable insights for management reviews

System Maintenance

Maintain secure and up to date databases and reporting templates

Process Improvement

Automate reporting workflows and assist in resolving data discrepancies

• Advance proficiency in MS Excel/Access is a must, Advanced MS Excel (Pivot Tables, Vlookup, Macros and data visualization tools Power BI & Tableau)
• Should hold thorough knowledge of Tables, Relationships, Queries, Forms, Reports, Modules & Advanced Macros
• Identifying and understanding the requirements of the stakeholders with respect to database system that needs to be developed
• Developing and designing the database architecture per the given instruction and modifying them to accommodate the business requirements
• Design & develop user interface forms in MS Access & MS Excel, troubleshooting the issues around it
• Should have capability to prepare metric report, consolidation dashboards, complex problem solving, critical thinking & decision making
• Consolidation and integration of data from multiple source in to single reporting environment
• Communicate with management and operations team to ensure compliance with company standards
• Collaborate with Fulfillment Operations Department Management on identifying opportunities to further optimize our workforce
• Performs any other related duties as required or assigned
• 3-6 Years experience in Workforce Management, preferably in contact centers with at least 50 employees
• Experience with Workforce Management activities like scheduling, performance tracking, reporting
• Demonstrated strong analytical skills, with emphasis on forecasting
• Ability to work alone with Team with minimum supervision, occasionally under time pressure and on several tasks at the same time
• Ability to effectively communicate orally and in writing with co-workers, management of teams, other Departments, vendors, and outside agencies, including being sensitive to professional ethics

Skills Requirements

• Ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail
• Solid critical thinking, problem solving, and interpersonal skills
• Demonstrates ability to give and receive feedback with peers and business partners
• Ability to work independently with minimal supervision
• Must demonstrate sound arithmetic, analytical and problem solving ability.
• Ability to adapt to workload and multitask with attention to detail in a dynamic environment.
• Excellent verbal, written and comprehension skills
• Ability to scrub, dissect and shape data, create customized reports.
• Good Knowledge on WFM systems such as eWFM, Verint/BluePumpkin, IEX, CMS etc.
• Create forecasts, schedules and IDPs, run scenarios inside a WFM tool
• Strong Excel skills. Ability to scrub, dissect and shape data, create customized reports.