Job Description

This position is responsible for generating and publishing daily, weekly and monthly reports. This includes operational reports from various data sources and for different lines of businesses and contact channels. This position also looks at trends and brings out the relevant information from the data trends.  Looks for unusual trends and highlights it to the stakeholders in a timely manner.  Makes recommendations to streamline the reports and looks for opportunities to automate them. Position also performs agent administrative tasks including profile management and updating agent schedule information in Aspect Work Force Management system.

• Generates and publishes daily, weekly and monthly reports and dashboards
• Maintains historical data to facilitate quick turn ad hoc trend analysis
• Analyzes trends and provides insights into unusual activity
• Performs agent administrative tasks and maintains employee profiles in various systems
• Builds data models and looks for opportunities to continuously improve and automate

This position is offered on local terms and conditions within United’s wholly owned subsidiary United Airlines Business Services Pvt. Ltd. Expatriate assignments and sponsorship for employment visas, even on a time-limited visa status, will not be awarded.

Required 

• Bachelors degree or equivalent work experience
• 0 – 1 years of experience working with data and reporting
• Analytical skills are essential
• Excel – Advanced level
• PowerPoint – Above average
• Must have strong organizational skills, with proven ability to multi-task
• Collaboration skills are essential: Team player
• Must be legally authorized to work in India for any employer without sponsorship
• Successful completion of interview required to meet job qualification
• Reliable, punctual attendance is an essential function of the position

Preferred

• Prior analytical work experience
• Prior contact center work force management experience
• Knowledge of Spotfire or Tableau helpful
• Continuous improvement (Six Sigma or similar methodologies) skills desirable

Skills Required

• Analytical
• Management