-Functions as 1st level of escalation in terms of reporting inquiries or troubleshooting of reports. Provides input to WFM team in terms of conceptualizing reports that drive efficiency to the team and also help in Operations performance.
-Provide training and conduct knowledge transfer sessions to other workforce management members especially new members on tools and function as go-to person when there are inquiries arise from Operations.
-Primarily responsible to generate performance reports and provide input and recommendation on reporting, and analysis based on performance trends.
-Required to follow the planned data collection, including the types of data and time of data to be captured
-Automate reports to reduce inefficiencies by designing macros.
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