WFM-MIS || Malad

Roles and Responsibilities :

• Manage daily operations of the contact center, ensuring efficient use of resources and meeting performance targets.
• Analyze data to identify trends, opportunities for improvement, and areas for cost reduction.
• Develop and maintain reports using advanced Excel skills to track key performance indicators (KPIs) such as AHT, Shrinkage, Attrition, CSat etc.
• Collaborate with cross-functional teams to implement process improvements and optimize workflows.

Job Requirements :

• 1-8 years of experience in a similar role within an outsourced BPO environment.
• Advanced Excel skills including report development and analysis.
• Strong understanding of WFM principles and practices.
• Experience working with MIS systems.