BUSINESS ANALYTICS MANAGER

Responsibilities:

Provides Analytic reports and study to the stakeholders including but not limited to.

• Assists business units in determining reporting needs
• Maintains databases and updates as needed
• Analyzes current processes in order to identify the improvement opportunities, improve efficiency, quality and reduce risks
• Analyzes trends, causes and variances and creates and distributes routine reports
• Respond to inquiries, receive and share information with peers, functional group, staff and management within and outside departments
• Performs analytical skills and develop standard reports
• Provides report to management
• Works on problems and makes routing recommendation
• Documentation, review and assessment of the adequacy of the existing process in production
• Conducting process evaluation and development studies
• Validates monthly incentive program results

• Perform other duties which may be required by management from time to time.

Handling Workforce Team

• Create and maintain reports such as Capacity Planning, Schedule Interval Report, and other workforce related reports in a timely manner for the success of the center. Check for any issues and/or concerns that needed to be addressed right away.
• Create and maintain report templates that are requested by operations (daily reports used by operations, scorecards, productivity files, etc.).
• Manages a group of Workforce specialists to meet the expected performance, goals, attendance & productivity). Develops professional/high performance team
• Decision maker on any workforce escalated issues.
• Attend workforce related meetings, e.g. Capacity Planning, Management meetings, etc.
• Communicate and works with other departments for any workforce related concerns that will help improve process or minimize workloads.
• Build professional relationships with the operational leaders specifically the manager, supervisor and team lead.
• Other job-related duties if required

About the Team

eClerx is a global leader in productized services, bringing together people, technology and domain expertise to amplify business results. Our mission is to set the benchmark for client service and success in our industry. Our vision is to be the innovation partner of choice for technology, data analytics and process management services. Since our inception in 2000, we've partnered with top companies across various industries, including financial services, telecommunications, retail, and high-tech. Our innovative solutions and domain expertise help businesses optimize operations, improve efficiency, and drive growth. With over 18,000 employees worldwide, eClerx is dedicated to delivering excellence through smart automation and data-driven insights. At eClerx, we believe in nurturing talent and providing hands-on experience.

eClerx is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, or any other legally protected basis, per applicable law.