MIS and Workforce Management Expert
7 days ago
This role directly supports the CCC team by providing expert-level services in MIS and Workforce Management within a contact center environment.
Key stakeholders will be operations leadership, human resources, business excellence, finance, and resource planning teams.
Responsibilities:
- Support and maintain existing management information systems (MIS) to ensure smooth operation.
- Generate and distribute accurate and timely management reports to key stakeholders.
- Recommend updates to current MIS to enhance reporting efficiency and consistency.
- Analyze data periodically for report generation to provide valuable insights.
- Develop and support MIS system for performance management and internal communication to drive business success.
- Offer strong reporting and analytical support to the management team to inform strategic decisions.
- Generate both periodic and ad hoc reports as needed to meet business requirements.
- Participate in cross-functional meetings to resolve recurring MIS-related issues and improve overall efficiency.
- Provide analytical support for special projects to drive business growth and innovation.
Key Skills:
- Expertise in Excel and data analysis.
- Strong problem-solving and analytical skills to drive business success.
- Ability to produce meaningful results from data to inform strategic decisions.
- Experience in consolidating and analyzing data sources to provide valuable insights.
- Understanding of queuing theory and call center mathematics to optimize business processes.
- Excellent written and verbal communication skills to collaborate effectively with stakeholders.
- Superior collaborative working abilities to drive business outcomes.
- Attention to detail and in-depth planning, organizational, and time management skills to manage multiple priorities.
- Comfortable learning new applications quickly with minimal direction to adapt to changing business needs.
- Experience forecasting in call center environments to drive business growth.
- Experienced user of VBA and/or Tableau to analyze and present complex data insights.
- IEX/Nice user to optimize business processes.
Benefits:
- Competitive salary and benefits package.
- Opportunities for career growth and professional development.
- Collaborative and dynamic work environment.
Seniority Level
Associate
Employment Type
Full-time
Job Function
Customer Service
Industries
Telephone Call Centers
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