Real Time Business Analyst Manager at Sama

Key Responsibilities: 

• Build and lead a team of Real Time Business Analysts to facilitate internal and external business insights.
• Adoption and communication of global intraday and scheduling guidelines to appropriate stakeholders
• Enforce real time adherence in all Work Types and Markets within the scope of operation
• Monitor the volume of contacts at interval level, as well as the proper use of activity codes, overall onsite/offsite shrinkage, variations in AHT, and any other real time events that contribute or impact negatively in the execution of planned productivity hours to meet SLAs
• Constant interaction with Client, reporting site performance; including but not limited to staffing compliance, skilling status, and outages provide visibility and reporting capabilities of main KPIs related to intraday and scheduling functions such as adherence, shrinkage components, projected interval compliance, and bidding completion
• Lead the Program’s Real Time BA team to build the skills, processes and collaboration with other teams necessary to improve solution delivery speed and improve end-user satisfaction.
• Creation and optimization of schedule shells, allocating productive time based on interval level staffing needs, following region specific labor laws
• Appropriate distribution of programmed shrinkage (activity codes) to guarantee the accuracy of projections related to productive staffing commitment
• Develop and maintain a scheduling matrix for each specific site and region; adequately updating information related to labor laws, shift types, and other considerations required to appropriately perform scheduling tasks
• Recognize and communicate challenges and areas of improvement during, and after scheduling cycles; providing solutions to meet staffing expectations at interval level
• Supervise a team of analysts across a wide range of projects.
• Drive analytics tooling discussion in collaboration with the Global Business Intelligence manager to ensure we have the right technology to meet client and project team needs.

Minimum Qualifications:

• 3-4 years of experience working in a reporting environment, with proven ability to deliver high quality & accurate reports within demanding timescales
• Minimum of 3 years working in BI/BA roles. 
• Hold a Degree in Business/ Actuarial Science/ Mathematics/ Computer Science or equivalent
• Have good knowledge of SQL and Relational Databases
• Proactive and able to take decisions based on real time situations
• Team management experience.  
• Advanced Excel skills (LOOKUP, INDEX, IFS, Pivot Tables, MATCH, table arrays, macros)
• Proven ability to create insightful dashboards by use of available  data visualization tools