Role & responsibilities

- Develop, maintain, and automate daily, weekly, and monthly performance reports (SLA, AHT, volume, occupancy, shrinkage)

- Extract, validate, and analyze data from systems (Genesys, CRM, WFM tools)

- Build and automate dashboards and reporting solutions using Excel, SQL, and BI tools (Power BI/Tableau)

- Drive automation of repetitive reporting tasks using tools like VBA, SQL, Power Query, or scripting

- Ensure data accuracy and consistency across all reporting outputs

- Provide insightful analysis on trends, drivers, and performance gaps

- Support WFM and Operations with ad-hoc analysis and automated data solutions

- Identify opportunities for process improvement and reporting efficiency through automation





- Maintain documentation and standardization of reporting and automation processes

Qualifications:

- 25 years of experience in contact center reporting / WFM/ MIS / analytics

- Solid hands-on skills in:

- Excel (advanced formulas, pivot tables)

- Good understanding of contact center metrics (SLA, ASA, AHT, shrinkage, occupancy)

- Experience working with large datasets and multiple data sources

- Strong attention to detail and problem-solving skills

- Good mathematical, Logical and analytical skills

- Problem solving attitude and attention to detail.

📌 Assistant Manager (Gurugram)
🏢 WNS Holdings
📍 Gurugram