Lead Specialist -Metrics, Analytics & Reporting

Description:

We are seeking a talented individual to join our Transformation team at Mercer. This role will be based in Gurgaon. This is a hybrid role that has a requirement of working at least three days a week in the office.

We will count on you to

• Develop and maintain reports, dashboards, and scorecards that track key business metrics for Contact Centres.
• Gather data from multiple sources, ensuring accuracy and consistency in reporting.
• Analyse data to identify trends, patterns, and insights that can drive business decisions.
• Work closely with business units to understand their reporting needs and deliver tailored solutions.
• Continuously evaluate and improve reporting processes and tools for efficiency and effectiveness.
• Provide training and support to users on how to access and interpret reports.
• Collaborate with IT and data teams to ensure data quality and the integration of reporting systems.
• Manage ad-hoc reporting requests and deliver timely responses to business inquiries.

What you need to have:

• 3-5 years of experience in IT support services, with significant reporting experience in managing large-scale data & reporting requirements.
• Proven experience in a reporting or data analysis role.
• Experience in design, develop and deployment of rich Graphic visualizations with Drill Down and Drop up options using Qlik view
• Experience in creating Qlik Sense based Reports using multiple sources. Responsible for deploying the dashboards Responsible for performance tuning on SQL Server queries and stored procedures
• Experience with Scheduled Automatic refresh and scheduling refresh in Qlik Sense service along with using Qlik Sense gateway.
• Developed analysis reports and visualization using DAX functions on PowerBI like table function, aggregation function and iteration functions
• Deliver advanced/complex reporting solutions such as Dashboards and Standardized reports using Qlik Sense Desktop
• Strong End to end experience in designing and deploying data visualizations using Qlik Sense.
• Experience in using Python and R scripts in Qlik Sense dashboards
• Experience with Advanced Reporting and Dashboards in Qlik Sense.
• Strong proficiency in MS SQL Server and prior experience in MS SQL Server performance tuning- Advanced knowledge of T-SQL, including transactions, error handling, CTEs, Row_Number/Over, hierarchical data sets. - Excellent understanding of indexes, locks, execution plans and file stats-
• Conveys the designs to the software development teams via discussion, documentation and prototype code
• Ability to translate complex data into actionable insights for non-technical audiences.
• Over 5+ years of experience in IT support services, with significant reporting experience in managing large-scale data & reporting requirements.
• Good knowledge of IT Services functions and their responsibilities and strong analytical and problem-solving ability
• The ability to work and team effectively with business, management personnel, and diverse and geographically dispersed teams
• Basic reporting skills
• Possess innovative mindset by being open to new ideas and works comfortably with global teams

What makes you stand out:

• Excellent English language skills (verbal and written),
• Excellent communication, collaboration and basic project management skills
• Good presentation skills with ability to present material clearly and concisely
• Excellent awareness of different cultures and working practices across the regions
• Proven experience in working in, and basic management of, diverse and geographically dispersed teams

Why join our team:

• We help you be your best through professional development opportunities, interesting work and supportive leaders.
• We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have impact for colleagues, clients and communities.
• Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-being.