Deputy Manager/Assistant Manager - MIS & WFM

Digicon Technologies Ltd.

  • Dhaka
  • Permanent
  • Full-time
  • 15 days ago
Responsibilities & Context:
  • Manage, develop, and update periodic/ad-hoc reports for both internal and external stakeholders.
  • Ensure timely and error-free report delivery through structured mechanisms.
  • Oversee WFM tasks, including manpower forecasting, shift design, roster planning, and capacity planning for various LOBs.
  • Perform data cleaning, reconciliation, backups, and initiate required automation or process improvements.
  • Prepare performance stack reports covering KPIs and SLAs for agents, team leaders, and process owners.
  • Handle monthly invoice generation, KPI/SLA reports, and payroll data preparation.
  • Develop and maintain various dashboards (e.g., attendance/adherence, absenteeism, productivity, agent performance, quality).
  • Work with large datasets and consolidate data from multiple sources.
  • Lead the MIS team, manage team rosters, and ensure equitable task distribution.
  • Maintain end-to-end control of departmental KPIs, system credentials, File & Web Server/ PC usage, and related policies.
  • Support departmental heads with analytical insights, reports, and process gap identification.
  • Perform any additional tasks assigned by management as required.
  • Attend client and internal meetings, ensuring follow-up and implementation of MIS-related action items.
  • Manage and regularly update attendance, leave, and login hours in the HRMS system.
  • Regularly check and validate all the reports sent by MIS personnel and update.
  • Assign projects and quizzes to team members, and prepare improvement plans based on performance.
  • Minimize team attrition and manage the end-to-end recruitment process for any new vacancies within the team.
Education Requirements:
  • Bachelor/Honors
  • Masters
Experience:
  • 3 to 5 years
  • The applicants should have experience in the following business area(s): Training Institutes, IT Enabled Service, BPO/ Data Entry Firm, Call Center
Additional Job Requirements:Minimum 3-5 years of relevant experience in MIS & WFM, preferably in the BPO or similar industry.Consideration for experience flexibility may be given to candidates with strong domain knowledge and reporting expertise.Proficiency in advanced MS Excel (Power Query, Data Model, Power Pivot, Lookups, Pivot Tables, Dashboards, Charts, etc.) is essential.Experience in other skills like SQL (MS Access, MS SQL, MySQL), Python (Pandas, NumPy), Web Application development (PHP, ASP, JavaScript), and ETL processes will be an added advantage.A basic understanding of generative AI is desirable, particularly in identifying and resolving bottlenecks during development.Proven ability to lead or manage a team for at least 6 months.Solid understanding of contact center KPIs and WFM concepts (e.g., Erlang C, FCR, ACR, Repeat Rate, Occupancy, Productivity, Service Level).Willingness to work on a roster basis and flexibility for extended working hours when required.Skills & Expertise:MIS Reporting,WFM

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