Sr Off-Schdlg&Capacity Plng-I
Mphasis
Pune, Maharashtra, India
Job description Role: MIS Analyst Designation: Sr Officer Mphasis Resource Level - 3 Department: Operations Support Reports to: Team Leader or Manager Summary: The MIS Analyst is responsible for compiling, maintaining, and distributing reports, including Daily, Weekly, and monthly reports. Develop consistent Global reporting methodology to solution, standardize, and automate all reports. Responsibilities: Compile, maintain, and distribute reporting including Daily Reporting – compile and report all work coming in and completed; Weekly Reporting – compilation of above Daily Report covering each calendar week of work; Monthly Reporting – Monthly Report package compilation of Daily Report covering every calendar month for each line of business in multiple formats Validate accuracy of data to identify any possible issues or concerns Enhanced reporting system implementation to automate (using VBA) recurring reports: Develop consistent reporting methodology with Senior Management to solution, standardize, and automate all Global reports Excellent metrics and analytical skills Self-motivated, dynamic team player assisting team to strengthen Global reporting Ability to be agile in a fast paced and complex work environment Assist Work Force management with call flow analysis and suggestions Work closely with management and other site personnel to achieve high level goals and promote a focus, goal driven environment Maintain and track accurate records of PTO accruals, attendance, and time off usage via Workforce Management system Observe and monitor inbound and outbound call volume and create a strategic plan to improve and maintain KPI attainment Identify and analyze data trends as they develop and communicate recommendations effectively to management in order to maintain KPI’s Provide recommended intervention activities to address quality metric opportunities identified Work with Operations, and Remote Centers to manage and resolve downtime and telephony issues Send out hourly performance updates including interval and intraday SLs, % to forecast, ASA, and callouts Required Skills: Excellent MS Excel skills and good knowledge of other MS office applications. Should know macros Excellent Analytical Skills and attention to detail Highly numerate with real ability to manipulate numerical data Ability to work independently and be accountable for the expected client deliverables Demonstrated ability to communicate effectively and professionally with internal and external associates Ability to exhibit professionalism Good communication skills and ability to influence key decision makers Excellent data analysis skills – with high level of attention to detail Brings professional knowledge related to the role assigned and area supported by applying: Education: Graduation in any stream, Diploma holder, or high school pass out. Working conditions and requirements: Training and work location from office. Should be ready to work in a 24x7 environment with rotational shifts Work From Home will be at company’s discretion only In case of work from home, should have a reliable and fast WiFi connection at home. In case of work from home, should be ready to connect via video during training and 1 on 1 discussions. Should have a safe and suitable work environment at home Should be able to work as per the break/lunch timings allocated by the supervisor Selection Criteria:- MS Excel Test Interview Skills PRIMARY COMPETENCY : WFM PRIMARY SKILL : Schdlg&Capacity Planning PRIMARY SKILL PERCENTAGE : 100
