Shift Lead - English, Arabic, Microsoft Windows

Experience: Not Available to Not Available years

Location: Noida, India

Skills: Power BI, Excel, Power Automate, VBA, Python, Avaya, NICE, Verint, ServiceNow, DAX, data modeling, data visualization, automation, workflow optimization, WFM metrics, storytelling with data

Job Summary
Role Purpose: Drive data‑driven workforce decisions by delivering insightful reports, dashboards, and automated solutions to improve operational efficiency and performance.

Key Responsibilities
Develop and maintain WFM reports & dashboards using Power BI
Analyze volume, AHT, shrinkage, SLA, and utilization trends
Automate report generation and data workflows (Power BI, Excel, scripting tools)
Ensure accurate forecasting & capacity planning support
Partner with operations to provide actionable insights and performance recommendations
Maintain data integrity, governance, and documentation





Tools & Setting
Power BI – Dashboarding & data visualization
Excel (Advanced) – Pivot, Power Query, macros
Automation Tools – Power Automate / VBA / Python (as applicable)
WFM Tools – (e.g., Avaya, NICE, Verint – depending on environment)
ServiceNow (or ITSM) – Data source for ticket trends

Skill Requirements
Strong expertise in Power BI (DAX, data modeling, visualization)
Experience in automation & workflow optimization
Analytical skills with focus on trend analysis & insights
Good understanding of WFM metrics (SLA, forecast vs actual, occupancy)
Strong stakeholder communication & storytelling with data

Other Requirements
Strong stakeholder communication & storytelling with data

📌 Shift Lead English, Arabic, Microsoft Windows (Noida)
🏢 HCL Technologies
📍 Noida