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

Graduate

• 2–5 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.

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