Unit Manager - MIS

Posted on 29 Jan, 2018
  • 3 - 5 Years
  • Permanent


Sub Department:

Report To:

Qualification :- Any Graduate

Key Responsibilities :-

  • Responsibilities to manage team of MIS Executives and Strong Business analytics, Forecasting, Staffing, MIS reports, Manpower and Capacity planning
  • Data and trend analysis, Real Time Analysis, Staffing & preparing rosters
  • WFM, Forecasting, capacity planning for Inbound/Outbound teams to ensure optimal seat and resource utilization
  • Establishes a statistical baseline forecast for all LOBs 
  • Advanced Excel formulas and Macros
  • Provides clear communication of the forecasted workload, changes, assumptions, inputs, etc. to all team
  • Monitoring of queues at a real time basis and ensure delivery of SLA's
  • Real time monitoring reporting calls volumes/AHT/staffing levels
  • Scheduling and Executing breaks/team meetings and other planned aux without impacting service levels

Competencies and Skills : -

  • Good communication and presentation skills
  • Experience of interacting with senior management
  • Coordination skill
  • Self-starter
  • Good MS Office skills

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