Job Description
Responsibilities:
- Team Leadership:
- Manage operationally and train a high-performance team of MIS and WFM Specialists.
- Foster a collaborative and innovative environment that encourages continuous learning and development.
- Data Strategy and Governance:
- Develop and implement data governance procedures to maintain the integrity and quality of CRM data.
- Collaborate with cross-functional teams to establish and enforce data standards, ensuring compliance with regulatory requirements.
- Data Analysis and Reporting:
- Lead CRM MIS team to extract, transform, and analyze CRM data to derive actionable insights.
- Create and deliver regular reports, dashboards, and presentations to key stakeholders, providing a clear understanding of customer behavior, trends, and performance metrics.
- Work closely with business intelligence tools like Power Bl to provide interactive and insightful reports for various stakeholders.
- Workforce Management (WFM):
- Develop and implement WFM strategies that align with CRM goals, ensuring efficient resource allocation, staffing levels, and scheduling to meet customer service demands.
- Provide data-driven insights to enhance contact center performance, including forecasting, scheduling, and real-time monitoring.
- Advanced Analytics:
- Utilize advanced analytics techniques to uncover patterns, correlations, and predictive models that enhance CRM strategies.
- Oversee the integration of CRM data with other relevant data sources, ensuring a holistic
view of customer interactions.
Effective communication skills are essential for this role, as it involves conveying complex data findings, presenting insights to stakeholders, and collaborating with cross-functional teams.
Strong leadership abilities are crucial for driving initiatives, leading teams, and ensuring the successful execution of projects.
