Deputy Manager/Assistant Manager - MIS & WFM

Job Description

Title: Deputy Manager/Assistant Manager - MIS & WFM

Company Name: Digicon Technologies Ltd.

Vacancy: 01

Age: Na

Job Location: Dhaka

Salary: Negotiable

Experience:

• 3 to 5 years
• The applicants should have experience in the following business area(s): Training Institutes, IT Enabled Service, BPO/ Data Entry Firm, Call Center

• Bachelor/Honors
• Masters

• 3 to 5 years
• The applicants should have experience in the following business area(s): Training Institutes, IT Enabled Service, BPO/ Data Entry Firm, Call Center

• Minimum 3–5 years of relevant experience in MIS & WFM, preferably in the BPO or similar industry.

• Consideration for experience flexibility may be given to candidates with strong domain knowledge and reporting expertise.

• Proficiency in advanced MS Excel (Power Query, Data Model, Power Pivot, Lookups, Pivot Tables, Dashboards, Charts, etc.) is essential.

• Experience in other skills like SQL (MS Access, MS SQL, MySQL), Python (Pandas, NumPy), Web Application development (PHP, ASP, JavaScript), and ETL processes will be an added advantage.

• A basic understanding of generative AI is desirable, particularly in identifying and resolving bottlenecks during development.

• Proven ability to lead or manage a team for at least 6 months.

• Solid understanding of contact center KPIs and WFM concepts (e.g., Erlang C, FCR, ACR, Repeat Rate, Occupancy, Productivity, Service Level).

• Willingness to work on a roster basis and flexibility for extended working hours when required.

• Manage, develop, and update periodic/ad-hoc reports for both internal and external stakeholders.

• Ensure timely and error-free report delivery through structured mechanisms.

• Oversee WFM tasks, including manpower forecasting, shift design, roster planning, and capacity planning for various LOBs.

• Perform data cleaning, reconciliation, backups, and initiate required automation or process improvements.

• Prepare performance stack reports covering KPIs and SLAs for agents, team leaders, and process owners.

• Handle monthly invoice generation, KPI/SLA reports, and payroll data preparation.

• Develop and maintain various dashboards (e.g., attendance/adherence, absenteeism, productivity, agent performance, quality).

• Work with large datasets and consolidate data from multiple sources.

• Lead the MIS team, manage team rosters, and ensure equitable task distribution.

• Maintain end-to-end control of departmental KPIs, system credentials, File & Web Server/ PC usage, and related policies.

• Support departmental heads with analytical insights, reports, and process gap identification.

• Perform any additional tasks assigned by management as required.

• Attend client and internal meetings, ensuring follow-up and implementation of MIS-related action items.

• Manage and regularly update attendance, leave, and login hours in the HRMS system.

• Regularly check and validate all the reports sent by MIS personnel and update.

• Assign projects and quizzes to team members, and prepare improvement plans based on performance.

• Minimize team attrition and manage the end-to-end recruitment process for any new vacancies within the team.