Sr. Executive - MIS & WFM

Job Description

Title: Sr. Executive - MIS & WFM

Company Name: Digicon Technologies Ltd.

Vacancy: 01

Age: 25 to 35 years

Job Location: Dhaka (Mirpur12)

Salary: Negotiable

Experience:

• 1 to 2 years

• 1 to 2 years

• Age 25 to 35 years

• Both males and females are allowed to apply.

• Minimum 1-2 years of experience in MIS/WFM in BPO/Similar Industry is preferred.

• Must have sound knowledge of advanced MS Excel. (Lookup, Pivot-Table, Function, Formula, Dashboard, Chart/Graph, etc.).

• Basic knowledge in SQL, MS Access, Power Query, and Power Pivot will be given preference.

• Experiences may relax upon proven domain knowledge and expertise level of handling reporting and analysis capabilities.

• Must have knowledge of Call Center KPIs, WFM terminology, and calculation (Erlang C, Occupancy, Utilization, Productivity, Service Level, ACR, etc.).

• Must be flexible to work on a Roster basis and willing to work extended hours upon requirements.

• Manage and prepare Periodic/adHoc reports for internal & external stakeholders

• Calculate required manpower, prepare shift design and roster

• Data cleaning, reconciliations and backup

• Reporting and Analysis, Trend and Forecasting from historical data

• Performance-stack reporting

• Process KPI/SLA reports

• Developing & maintaining different types of reporting dashboards as per requirement. e.g. attendance, absenteeism, operational, quality

• Able to handle large datasets and generate reports from millions of data

• Prepare business presentations as and when required.

• Perform any other task assigned by the management from time to time.