Assistant Manager

Job Description: Assistant Manager – MIS & WFM Analytics

We are hiring a high-performing MIS & Analytics professional (Assistant Manager level) with 5–10 years of experience, preferably in WFM/Operations Analytics, to drive data-led decision-making.

The role requires strong expertise in reporting automation, data modeling, dashboarding, and advanced analytics, along with the ability to convert complex datasets into actionable business insights that improve operational efficiency, forecasting accuracy, and financial outcomes.

Key Responsibilities

1. MIS Strategy, Reporting & Governance

• Design, develop, and standardize enterprise-level MIS reports, dashboards, and executive scorecards.
• Own and manage the end-to-end reporting lifecycle, ensuring:
• Data quality, accuracy, and consistency
• Timely delivery of insights
• Drive automation of recurring reports using Excel (Advanced), VBA, Power Query, and BI tools.
• Deliver daily/weekly/monthly performance packs for leadership, including variance analysis.

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2. Advanced Data Analysis & Business Insights

• Perform deep-dive analysis on large datasets to identify trends, risks, and improvement opportunities.
• Provide data-driven recommendations to optimize:
• Capacity planning
• Scheduling efficiency
• Cost & productivity metrics
• Conduct root cause analysis (RCA) across key operational levers.
• Translate analytical findings into business narratives for leadership decision-making.

3. Workforce Management (WFM) Analytics

• Partner closely with WFM teams across:
• Forecasting & Capacity Planning
• Scheduling & Rostering
• Real-Time Operations (RTA)
• Track, analyze, and improve key KPIs:
• Service Level (SL)
• Average Handle Time (AHT)
• Occupancy & Utilization
• Shrinkage
• Forecast Accuracy
• Support scenario planning and what-if analysis for business demand fluctuations.

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4. Dashboarding, Automation & Data Engineering

• Develop interactive and scalable dashboards using Power BI (mandatory) and/or Tableau.
• Build efficient data models and visualization frameworks for real-time tracking.
• Perform ETL operations using SQL from multiple data sources.
• Lead initiatives to:
• Automate workflows
• Reduce manual effort
• Improve reporting turnaround time
• Ensure dashboard performance optimization and user adoption.

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5. Stakeholder & Leadership Management

• Collaborate with Operations, WFM, Finance, and Senior Leadership to understand business needs.
• Translate requirements into analytical solutions and reporting frameworks.
• Present key insights, trends, and strategic recommendations to stakeholders.
• Act as a thought partner to business teams in driving performance improvements.

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Core Competencies

• Strong analytical thinking & problem-solving skills
• Ability to simplify complex datasets into actionable insights
• High attention to detail and data accuracy focus
• Strong communication and stakeholder management skills
• Ability to work in fast-paced, matrixed environments

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Tools & Technologies

Data Analysis & Visualization:

• Microsoft Excel (Advanced – Mandatory)
• VBA / Macros
• Power Query & Power Pivot
• Power BI (Mandatory)
• Tableau (Preferred)

Data Handling & Processing:

• SQL (MySQL, SQL Server, Oracle, etc.)
• Data modeling & ETL concepts

Good to Have:

• Python/R for analytics
• Exposure to cloud data platforms (Azure, AWS, GCP)
• Experience with automation tools

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Educational Qualification

• Bachelor's degree in Statistics, Mathematics, Economics, Engineering, or related analytical field
• Certifications in Data Analytics / Power BI / SQL (preferred)

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Preferred Experience

• Experience in BFSI / Consulting / BPO / Shared Services
• Prior exposure to WFM Analytics / Operations Analytics
• Experience with large-scale data handling and automation projects

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