Business Analyst
Club Mahindra
- Posted: 5 months ago
- Openings: 10
- Applicants: 0
Job Description
Key Responsibilities
MIS & Reporting -
- Prepare and publish daily, weekly, and monthly MIS reports on call centre performance.
- Track and report key metrics such as AHT, ASA, SL, Occupancy, Shrinkage, Attrition, Adherence, Productivity, Quality scores, etc.
- Ensure data accuracy, consistency, and timeliness across all reports.
- Develop and maintain dashboards for senior management.
Data Analysis & Insights
- Analyse trends, variances, and performance gaps; highlight risks and opportunities.
- Provide actionable insights to improve operational efficiency and service delivery.
- Support root-cause analysis for performance deviations.
Stakeholder Coordination
- Work closely with Operations, Workforce Management (WFM), Quality, Training, and IT teams.
- Respond to ad-hoc data requests from internal stakeholders and leadership.
Process Improvement & Automation
- Identify opportunities to automate reports and improve MIS processes.
- Maintain documentation for MIS processes and report definitions.
- Support system enhancements, data validation, and UAT activities.
Required Skills & Competencies
Technical Skills
- Advanced proficiency in MS Excel (Pivot Tables, Power Query, VLOOKUP/XLOOKUP, macros preferred)
- Strong working knowledge of call centre metrics
- Experience with MIS tools, CRM systems, diallers, or WFM tools
- Knowledge of Power BI / Tableau / SQL is an added advantage
Behavioural & Functional Skills
- Strong analytical and problem-solving abilities
- High attention to detail and data accuracy
- Ability to manage multiple deadlines in a fast-paced environment
- Good communication and presentation skills
- Stakeholder management and collaboration
More Info
Education
Any Graduate
Not Disclosed
Required Skills
Mis Preparation
Advanced Excel
Power BI
Data analysis
dashboards
Analysis
business analysis
Bi
Contact Details
Club Mahindra
+91 987654567
memberexperience@mahindraholidays.com
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