Job Location: Pune
*Analyst, Business Intelligence
Reports to: Assistant Manager, Business Intelligence
Department: Central Planning and Reporting
Qualification: Graduate
Experience: Minimum of 1 year of experience in a similar role in a contact center
Role objective
Purpose
- Highlight and analyze center performance to support cost-effective and efficient operations
Responsibilities
- Generate & distribute management reports in an accurate & timely manner
- Ensuring accuracy of reports, including periodic audits.
- Design appropriate reports that meet operational and business needs
- Publish and maintain Executive reports
- Analyze department performance and highlight exceptions on a regular basis
- Automating various business and advisor reports
Role requirements
Behavioral competencies
- Customer orientation
- Accountability
- Achievement orientation
- People orientation
- Communication
- Analytical thinking and problem solving
- Planning and organizing
- Change management
Techno-functional competencies
- Good Knowledge of the operational process, policy and procedure
- Advanced knowledge of MS Excel and SQL query design
- Basic knowledge of database management
Service delivery
Reporting activities:
- Acquire data from Primary or Secondary data sources & maintain a database
- Generate & distribute management reports in an accurate & timely manner
- Maintain the reporting templates, and update to reflect the ever-changing requirements.
- Develop MIS documentation to allow for smooth operations & easy system maintenance
- Publish the weekly analysis on time
- Create Monthly & Quarterly Business Reviews; submit it on time to the Management for review.
- Design and generate customized reports based on requests stakeholders in Operations/Change
- Identify deficiencies in provided data sets
- Be able to work/generate simple to medium complex SQL queries for reporting purpose
- Online performance dashboard maintenance & data automation
- Data support for Projects, New launches, Process changes initiatives, campaigns etc.
Communication
- Identify and communicate with Operations as required; resolve any issues with complete understanding and customer focus
- Participate and contribute in meetings and discussions, when called upon
- Communicate the organization vision and purpose, center and department goals, performance results with direct reports
- Communicate the key performance deliverables to the direct reports and agree on expectations
- Communicate center updates, team performance and results, policy and procedure changes
Teamwork and motivation
- Develop rapport with team members, keeping in mind that rapport drives engagement levels, which in turn affects retention
- Identify and develop team members who are ready for greater responsibilities and higher roles
- Encourage and motivate team members by driving an effective reward and recognition system
- Recognize contribution (e.g., cross-functional, peer), which will help in building effective working relationships
Liaison and networking
- Liaise continuously with the following teams in Australia: Customer Care, Marketing, Business Intelligence, Reporting and Insights
- Establish good working relationships with various support roles within India and Australia to ensure the smooth running of the Reporting function
Initiative and problem solving
- Be proactive in seeking and giving business-critical information/ feedback that can help enhance operational effectiveness
Analysis and research
- Ensure complete root cause analysis for any key metric/KPI not performing, along with detailed analysis/reasons.
Planning and organizing resources
- Identify and plan for new hires in the team in coordination with HR
Decision-making processes and outcomes
- Ensure company policies are adhered to
Team development
- Lead regular forums to share quarterly updates, team performance, and results
- Act as a mentor and role model to direct reports
Teaching and learning support
- Identify the training sessions on the product, process, and systems that Operations Planning new hires need to go through; coordinate with Training on the same.
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