Senior Analyst, Workforce Mgmt & Dialer Ops

POSITION SUMMARY:

The Reporting & Automation Analyst designs, generates and maintains complex reports and dashboards while automates the repetitive tasks. Updates them to meet the time to time change in the process and system. Makes required enhancements to meet the business expectations and help them drive decisions with all required statistics.

Performs adhoc analysis that includes data from different systems such as Livevox, Nice, Omilia & MSP. One is also expected to automate regular reports wherever there are opportunities. Such automations include tasks that have repetitive actions and time-consuming processes. Optimize the process of updating existing reports is another important role along with maintaining data loads from these source systems.

JOB FUNCTION AND RESPONSIBILITIES:

• Creates reports and dashboards on historical data and build intraday reports.
• Use advance tools/programming to automate regular tasks.
• Builds IVR flows, maintains system configurations and databases.
• Historical call data management and report logic maintenance.
• Maintaining a high degree of quality on the data and reports shared.
• Supporting the team with ongoing projects for system migration and process changes.
• Generating and maintaining client stats for internal and external audits.
• Generating adhoc reports as per the requirements from BUs and other departments.
• Performs other related duties as assigned.

QUALIFICATION :

• Bachelor’s / Master’s degree in the stream of computer science / applications
  BSc (CS) / BCA / MSc / MCA / BE (CSE / IT).
• Strong analytical and problem-solving skills.
• Strong Excel skills and medium to strong SQL knowledge is a must.
• Knowledge of one of these programming languages Python / Java / Javascript
• Excellent time management skills with a proven ability to meet deadlines.
• Ability to function well in a high-paced and at times stressful environment.
• Very good written and verbal communication skill is required.

WORK SCHEDULE OR TRAVEL REQUIREMENTS:

Mid Shift (Should be flexible to take up night shift or evening shift when required). No travel is required.