Command Centre Analyst (Hybrid)

Description

Role & Responsibilities:

• Develop and distribute contact center reports in an accurate and timely manner.
• Monitor real-time volumes and adjust staffing as needed to maintain service levels
• Track and report on key performance indicators (KPIs) such as average handle time, occupancy, shrinkage, and service level.
• Collaborate with team leaders and operations management to optimize resource allocation
• Ensure all periodic and ad hoc reports/dashboards are prepared as per stakeholder requirements and frequency.
• Update and maintain reports in Power BI
• Automate reports using VBA Macros
• Update/Generate schedules using WFM tools
• Create/Maintain SOPs
• ID management: Update the changes in role, attritions, new additions etc. accordingly in all tools and records accurately and in timely manner
• Follow up with stake holder whenever required, respond/acknowledge to all the emails accordingly
• Develop and maintain effective working relationships with operational leaders, and partners, both internal and external
• Participate in wider projects and initiatives.

Performance Reporting & Analytics:

• Generate daily, weekly, and monthly reports on KPIs such as utilization, occupancy, shrinkage, service levels, and agent performance.
• Provide actionable insights and trend analysis to operations and leadership teams.
• Maintain reporting dashboards and automate recurring reports where possible.
• Ensure workforce and performance data is accurate, up to date, and consistently maintained.
• Identify reporting gaps or inconsistencies and propose improvements.
• Monitor agent adherence, and real-time performance metrics.
• Proactively address staffing gaps or volume spikes to maintain service levels.
• Communicate with team leaders and supervisors to manage exceptions and intraday adjustments.

Reporting: 50%

• Volume, SLA, C SAT, Agent Performance reporting
• Ad-hoc reporting
• Building templates
• Report Automation

WFM: 50%

• Head count reports, Schedule Adherence reports
• Schedule Uploading
• Capacity Planning
• Real-time monitoring of channel-level queue
• Shrinkage Planning

Requirements

• 2 to 4 years of experience in contact center reporting, data analysis, MIS
• Should be amenable to work on different schedules (Day Shift, Mid Shift, Night Shift)
• Proficiency in Advanced Excel, SQL, VBA Macros and WFM
• Excellent Interpersonal skills with out of the box problem solving approach
• Experience in developing dashboards and understandable reports using visualizations

Benefits

What we offer:

• The opportunity to join our growing business at an exciting time.
• Dynamic and entrepreneurial culture.

Who we are:

Side is a global games services company, providing technical and creative services to many of the largest developers and studios around the world. Founded in Japan in 1994, Side has grown to become a global force in the gaming industry, with over 40 studios in 16 countries worldwide and offices across North America, Europe, South America, and Asia.

Our industry-leading services include art production, game development, quality assurance, player support, community management, localization, localization QA, audio production, and data collection. The Side family of brands includes SIDE, 1518 Studios and Ghost punch Games.

For more information, visit www.side.inc.