Deloitte | T&T - Customer -CS&D | Customer Experience | Bangalore | Senior Consultant

Key responsibilities

• The ideal candidate should possess advanced knowledge of the Contact Center KPIs, WFM and Data & Analytics tools expertise, with a proven track record of delivering robust, scalable MI reporting in a complex business environment.
• Design, develop, and maintain excel/HTML dashboards, reports, and data models to support business decision-making.
• Collaborate with business stakeholders to gather requirements and translate them into effective MI solutions.
• Implement data governance, security, and access controls within MI reports.
• Prepare and maintain the process documentation.
• Identify and implement automation and performance optimization opportunities.

Requirements

• Experience in delivering the MI reporting in contact center environment.
• Should have the knowledge of the contact center operations and WFM KPIs.
• Advanced proficiency in excel and VBA.
• Excellent problem-solving, communication, and stakeholder management skills.
• SQL/BQ skills, with experience in optimizing queries for performance and scalability.
• Experience with ETL processes and Python scripting is advantageous.
• Experience in either Power BI/Qlik View or Looker is an added advantage.

Deloitte

Deloitte is one of the Big Four professional services networks, offering audit and assurance, tax, consulting, financial advisory and risk advisory services. The firm traces its roots to William Welch Deloitte, who opened an accounting practice in London in 1845.

In India, Deloitte works through member firms such as Deloitte Haskins & Sells LLP and Deloitte Touche Tohmatsu India LLP. Both are among the largest recruiters of chartered accountants for audit, tax, risk advisory, transactions and consulting roles.

• Industry: Audit, tax, consulting and advisory (Big Four)
• Headquarters: London, UK
• In India: Deloitte member firms in India with offices in major cities