MIS Manager Full-time

SILARIS INFORMATIONS PRIVATE LIMITED

Posted By : SILARIS INFORMATIONS PRIVATE LIMITED

Central Delhi, Delhi (3)

Responsibilities

The candidate will be responsible for the following:

  •  Build Daily/Weekly/Monthly schedules for the respective LOBs using Asvance Excel
  •  Ensure all the Schedules are planned as per Interval wise requirements and agreed SLAs and also provision for the required training/meeting/coaching time.
  •  Regular reconciliation of the production HC vs HC Reports and ensure timely corrections.
  •  Validate all alignments in the roster
  •  Review schedule plan vs requirements and raise request for shift changes, indents
  •  Implement a process for leave planning and incorporate the same in schedule model/plan
  •  Provide weekly staffing view and SLA adherence to the internal team and Clients
  •  Mange calls with Client for scheduling on a weekly basis.
  •  Review and validate schedule adherence and make the required adjustments
  •  Publish reports Staffing accuracy, adherence, absenteeism drill down/analysis. HC recon and validation

 

Skill Set Requirement: -

  •  Good analytical skills & attention to detail
  •  Prior experience in scheduling is must.
  •  Good knowledge of Advance Excel
  •  Analytical mindset to solve problems and build staffing models.
  •  In-depth understanding of the various call center metrics and their relationship with each other
  •  Good communication and presentation skill.
  •  Proficient in Excel
  •  Good stakeholder management and client handling experience

Role Specific Skills
  • Active Learning
  • Active Listening
  • Administration and Management
  • Category Flexibility
  • Clerical
  • Complex Problem Solving
  • Computers and Electronics
  • Coordination
  • Critical Thinking
  • Customer and Personal Service
  • Deductive Reasoning
  • English Language
  • Fluency of Ideas
  • Inductive Reasoning
  • Information Ordering
  • Judgment and Decision Making
  • Management of Personnel Resources
  • Mathematics
  • Monitoring
  • Near Vision
  • Negotiation
  • Oral Comprehension
  • Oral Expression
  • Personnel and Human Resources
  • Problem Sensitivity
  • Public Safety and Security
  • Reading Comprehension
  • Selective Attention
  • Service Orientation
  • Social Perceptiveness
  • Speaking
  • Speech Clarity
  • Speech Recognition
  • Systems Analysis
  • Time Management
  • Time Sharing
  • Writing
  • Written Comprehension
  • Written Expression

Any Graduate

Experience & Background

  • Should have scheduling & forecasting experience in a call center
  • Should have work experience as a Real time analyst for an Inbound/Outbound Process
  • Should have working knowledge Advance Excel
  • Should be good in Excel and reporting

Journey