Roles & Responsibilities

FUNCTIONAL/ OPERATIONAL:

Customer:

• Ensure SLA performance reports are published timely and accurately
• Ensure scheduling /rostering is done accurately factoring the past trends to make sure that the Service levels are not impacted thereby leading to end user dissatisfaction
• Attends weekly review meetings with clients on various reports.
• Customizes reports as required by clients.
• Interacting with multiple level of leadership across functions/verticals
• Provides daily/weekly/monthly/quarterly/yearly & any ad-hoc performance report to OPS and the client, based on internal metrics
• Ensure all Operations processes relating to SLA adherence e.g. Break schedules, leave management, and performance tracking are done on a regular and timely basis
• Required to comply with any client & process updates (internal/ external) for accurate tracking of performance and data.
• Taking ownership of enhancing performance through feedback and coaching from supervisors.
• Liaise with other departments, both internal and external
• Creating new templates and modifying existing ones to simplify data collection from various sources.
• Auditing data received from various sources.
• Sharing relevant MIS information with other departments as and when required.
• Develop short term & Long term workload forecasts
• Reviews & Analyses information given by the Operations for Payroll.
• FUNCTIONAL/ OPERATIONAL:
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• Customer:
• ·       Ensure SLA performance reports are published timely and accurately
• ·       Ensure scheduling /rostering is done accurately  factoring the past trends to make sure that the Service levels are not impacted thereby leading to end user dissatisfaction
• ·       Attends weekly review meetings with clients on various reports.
• ·       Customizes reports as required by clients.
• ·       Interacting with multiple level of leadership across functions/verticals
• ·       Provides daily/weekly/monthly/quarterly/yearly & any ad-hoc performance report to OPS and the client, based on internal metrics
• ·       Ensure all Operations processes relating to SLA adherence e.g.  Break schedules, leave management, and performance tracking are done on a regular and timely basis
• ·       Required to comply with any client & process updates (internal/ external) for accurate tracking of performance and data.
• ·       Taking ownership of enhancing performance through feedback and coaching from supervisors.
• ·       Liaise with other departments, both internal and external
• ·       Creating new templates and modifying existing ones to simplify data collection from various sources.
• ·       Auditing data received from various sources.
• ·       Sharing relevant MIS information with other departments as and when required.
• ·       Develop short term & Long term workload forecasts
• ·       Reviews & Analyses information given by the Operations for Payroll
  • High emotional intelligence, ability to read and navigate situations and diverse audiences with respect
  • Resilience, optimism, and a sense of humor
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• Information Security
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• General Security Responsibilities:
  • Adhering to Information Security Policies and Procedures
  • Ensuring compliance to Information Security Policies and Procedures
• Specific Security Responsibilities:
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  • Understand and Comply with Information Security Policies and Procedures, and report all security incidents.
  • Ensure the audit non-compliances are fixed within the stipulated timelines.
  • Protect information entrusted to you.      
  • Follow the information labeling and handling procedures based on the classification level of the asset.
  • Follow the Clear Screen and Clear Desk Policy.
  • Adhere to the Code of Conduct, email usage policy and customer information and data security policy.
  • Comply with the Non Disclosure Agreement.

Desired Candidate Profile

• Graduate from recognized university in any discipline. / Undergraduates with two years of experience   

• Overall 4 years customer service experience with minimum of 2 year experience as MIS role

Employment Type

• Full-time

Company Industry

• InternetE-commerceDotcom

Department / Functional Area

• Data EntryOperationsBack Office Processing

Keywords

• Business IntelligenceData Management SpecialistData IntegrityStakeholder PresentationReporting AnalystKPI MonitoringProcess ImprovementData Analyst
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