Senior Work Force Management Analyst

Role: Senior Work Force Management Analyst

Role Purpose:
A Work force management Analyst interprets data and turns it into information which can offer ways to improve business, thus affecting business decisions.

Turn raw data into information and insight, which can be used to make business decisions.

Make recommendations about the methods and ways in which a company obtains and analyses data to improve quality and the efficiency of data systems.

Key Accountabilities of the role

1. Provide business intelligence reports to management, call center managers, team leaders, and other relevant parties on a regular basis (time-sensitive reports & adhoc reports).
2. Provide data to team leaders relating to their KPIs.
3. Help call center management to develop budget for the call center.
4. Prepare daily, monthly, yearly adhoc management reports.
5. Make/suggest decisi...