The Responsibilities:

• Manages day to day operation MIS team that use business data and statistical methods to provide insight into business performance and suggest area and methods of improving operations. 
• Implements and oversees the analytical approaches and methodologies. Developing strategies, and making suggestions for improvement, insight, and recommendations to management for decision making and strategic planning. 
• Controls and develops internal/external information sources for business analysis. Manages subordinate staff in the day-to-day performance of their jobs. 
• Ensures that project/department milestones/goals are met and adhering to approved budgets. 
• Extensive knowledge of department processes.
• Will be doing analytics on operational performance metrics
• Analyse performance, correlate metrics and drive targeting action plan
• Provide recommendations to improve account performance
• Will be doing a deep dive analysis of the performance
• Give presentation of analysis to stakeholders and clients
• Supervises personnel under the Department such as MIS Analyst – develops, coaches, and motivates personnel on day-to-day activities.
• Maintains strong customer service orientation in dealing with various departments and Department heads.
• Performs other duties that may be requested from time to time.

Knowledge, Skill Set & Qualifications Required (External)

• Background with Workforce facets such as capacity planning, forecasting and other Workforce metrics/calculations – call volumes, AHT, adherence, intraday patterns, root cause analysis
• Effective communication and interpersonal skills
• Excellent presentations skills (Powerpoint, Excel, Google sheets etc.)
• Proficient in analysis and interpretation of data
• Strong leadership abilities and good time management skills
• Excellent problem-solving and management skills
• Experienced in managing a team
• Ability to train junior staff