LAM EB - WFM & MIS

• Develop, maintain, and distribute daily, weekly, and monthly reports on call center performance metrics, including call volume, average handle time, service levels and customer satisfaction
• Create and manage dashboards to provide real-time visibility into call center performance
• Ensure data accuracy and consistency across all reporting platforms
• Analyze call center data to identify trends, patterns, and areas for improvement
• Provide actionable insights and recommendations to management based on data analysis
• Track and report on key performance indicators (KPIs) and service level agreements (SLAs)
• Troubleshoot and resolve any issues related to MIS tools and data reporting
• Assist in workforce planning by analyzing historical data and forecasting future call volumes
• Support strategic initiatives by providing data-driven insights and recommendations
• Work closely with call center management, operations, and training teams to align reporting with operational needs
• Communicate findings and insights effectively to stakeholders through presentations and reports
• Ensure that all reports and data management practices comply with company policies and industry regulations
• Maintain thorough documentation of data sources, reporting processes, and system configurations

Qualifications

• Strong Excel skills. Ability to scrub, dissect and shape data, create customized reports, Knowledge of Power BI / SQL and Python will added advantage

  Power BI must

  Any Graduate