Lead associate WFM

Roles & Responsibilities:

This WFM resource is responsible for delivering accurate timely and actionable insights. This role is responsible for building maintaining and automating reports and dashboards across operations and WFM enabling data-driven decisions that improve service levels productivity and customer experience while reducing manual effort.

Develop maintain and automate daily weekly and monthly performance reports (SLA AHT volume occupancy shrinkage)

Extract validate and analyze data from systems (Genesys CRM WFM tools)

Build and automate dashboards and reporting solutions using Excel SQL and BI tools (Power BI/Tableau)

Drive automation of repetitive reporting tasks using tools like VBA SQL Power Query or scripting

Ensure data accuracy and consistency across all reporting outputs

Provide insightful analysis on trends drivers and performance gaps

Support WFM and Operations with ad-hoc analysis and automated data solutions

Identify opportunities for process improvement and reporting efficiency through automation

Maintain documentation and standardization of reporting and automation processes

Desired Skills:

Experience with Genesys / NICE / Verint / similar platforms

Basic understanding of forecasting and WFM processes

Qualifications :

Qualifications:

Graduate

25 years of experience in contact center reporting / MIS / analytics

Strong hands-on skills in:

Excel (advanced formulas pivot tables VBA preferred)

SQL (data extraction and manipulation)

Power BI / Tableau (dashboarding)

Experience in report automation (VBA Power Query Python or similar) preferred

Good understanding of contact center metrics (SLA ASA AHT shrinkage occupancy)

Experience working with large datasets and multiple data sources

Strong attention to detail and problem-solving skills

Good mathematical Logical and analytical skills

Problem solving attitude and attention to detail.

Additional Information :

Candidate who is willing to work in 24x7 enviornment with rotational shifts and Offs.

Remote Work :

No

Employment Type :

Full-time