Wf Analyst Job in Sitel Group

Workforce-Reporting Analyst

Summary of Primary Job Responsibilities:

Build Multiple & Analytical dashboards & reports that reflect the priorities/MSA KPI s of the centre and business.

Creating Financial impact analysis reports & Dashboards.

Be able to work/generate simple to medium complex SQL queries for reporting purpose.

Provide analytical inputs to improve the efficiencies of various departments, based on their respective business needs.

Highlighting / identification of process gap and improvement to the Top Management.

Be proactive in seeking and giving business critical information/ feedback that can help enhance operational effectiveness

Ensure complete root cause analysis for any key metric/KPI not performing, along with detailed analysis/reasons.

Perform other work as required and assigned.

Typical Qualifications: (education, experience, knowledge, skills and abilities typically needed to perform this job)

• 3-4 years of experience in similar profile.
• Minimum Graduation.
• Should have financial knowledge of call centers workings.
• Flexible, creative problem-solving, anticipates changes and welcomes challenges.
• Strong computer skills that include proficiency in MS Office suite, particularly Excel.
• Previous experience in a dynamic, fast-changing call centre environment required.
• Proven analytical skills ability to communicate with various management levels.
• Must be able to communicate clearly and effectively with all levels within the organization.
• Knowledge of various Call Center Reporting Systems would be a plus.