Key Responsibilities: - Data Management: Collect, clean and validate raw data from multiple internal departments - Reporting: Prepare accurate daily, weekly and monthly MIS reports and performance dashboards - Analysis: Interpret data trends to provide actionable insights for management reviews - System Maintenance: Maintain secure and up to date databases and reporting templates - Process Improvement: Automate reporting workflows and assist in resolving data discrepancies - Advance proficiency in MS Excel/Access is a must, Advanced MS Excel (Pivot Tables, Vlookup, Macros and data visualization tools Power BI & Tableau) - Should hold thorough knowledge of Tables, Relationships, Queries, Forms, Reports, Modules & Advanced Macros - Identifying and understanding the requirements of the stakeholders with respect to database system that needs to be developed - Developing and designing the database architecture per the given instruction and modifying them to accommodate the business requirements - Design & develop user interface forms in MS Access & MS Excel, troubleshooting the issues around it - Should have capability to prepare metric report, consolidation dashboards, complex problem solving, critical thinking & decision making - Consolidation and integration of data from multiple source in to single reporting environment - Communicate with management and operations team to ensure compliance with company standards - Collaborate with Fulfillment Operations Department Management on identifying opportunities to further optimize our workforce - Performs any other related duties as required or assigned - 3-6 Years experience in Workforce Management, preferably in contact centers with at least 50 employees - Experience with Workforce Management activities like scheduling, performance tracking, reporting - Demonstrated strong analytical skills, with emphasis on forecasting - Ability to work alone with Team with minimum supervision, occasionally under time pressure and on several tasks at the same time - Ability to effectively communicate orally and in writing with co-workers, management of teams, other Departments, vendors, and outside agencies, including being sensitive to professional ethics Skills Requirements: - Ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail - Solid critical thinking, problem solving, and interpersonal skills - Demonstrates ability to give and receive feedback with peers and business partners - Ability to work independently with minimal supervision - Must demonstrate sound arithmetic, analytical and problem solving ability. - Ability to adapt to workload and multitask with attention to detail in a dynamic environment. - Excellent verbal, written and comprehension skills - Ability to scrub, dissect and shape data, create customized reports. - Good Knowledge on WFM systems such as eWFM, Verint/BluePumpkin, IEX, CMS etc. - Create forecasts, schedules and IDPs, run scenarios inside a WFM tool - Strong Excel skills. Ability to scrub, dissect and shape data, create customized reports.