Deputy Manager - Contact Centre

- Real-Time Monitoring: Oversee and manage real-time workforce performance and adherence, track key metrics for operational efficiency, and address issues promptly. - Operational Reporting: Develop, manage, and deliver comprehensive operational reports to provide insights into workforce performance and trends, ensuring accuracy and timeliness. - Scheduling: Create and maintain workforce schedules for optimal staffing levels, adjusting based on real-time needs and forecasts. - MIS Management: Design, implement, and manage Management Information Systems (MIS) for effective tracking and analysis of workforce data. - Data Analysis: Analyze workforce data to identify patterns, trends, and areas for improvement, providing actionable insights to management. - Process Improvement: Continuously seek opportunities to enhance processes related to scheduling, reporting, and real-time monitoring. - Stakeholder Communication: Effectively communicate with stakeholders to provide updates and resolve workforce management issues. - Compliance: Ensure all workforce management activities comply with company policies and regulatory requirements. Qualification Required: - Education: Graduate from a reputed and UGC recognized university equivalent to global standards. - Certificates: Preferred certifications in data analysis or workforce management such as Certified Workforce Planning Qualified (CWPP) or Microsoft Certified Data Analyst Associate. - Skills: Proficiency in Excel, including advanced functions and data manipulation. Hands-on experience with Power BI for data visualization and reporting. This job role offers you the opportunity to contribute to the efficiency and effectiveness of day-to-day operations through data-driven decision-making and team management.