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  • 15 - 22 Years
  • Posted : 28 days ago

Job Description:

Lead a cross-functional team comprising of

- Workforce Mgmt & Forecasting

- Planning & Commercial

- CS Analytics

- Quality ( Process Excellence & Transaction Monitoring )

Role Specific

- Problem Solving & Analytical Skills - Ability to analyze and infer customer insights from data will be a key capability Managing and providing analytical leadership to a team of analysts

- Technology Leverage - Good understanding of the Contact Center / CX Tech Stack Experience with Implementing CX Technology Solutions Good understanding of the technology trends in Contact Center / CX space

- Influencing Skills - Able to work across Product, Operations, Training, HR & 3rd Party Service Providers - and drive their actions in a way that positively impacts customer experience

- Program & Change Management - Ability to drive and manage change management initiatives

Company Standard

- Execution Excellence - Is able to drive quantifiable results ( for scale and complexity)

- Strategy & Design thinking - Long term view Big Objectives Think & strategize for end to end (customer as well as of the value chain) Ability to break down the strategy into an executable roadmap

- Inspiring Leader - Builds strong teams, Coaches & mentors the team & Rallies the team behind a common purpose

- Applied Innovation - Able to identify the pain points, can work out solutions & successfully implement

- High Level Functional Deliverables / Expectations

Workforce Management & Forecasting

- Lead a workforce planning team Inhouse and across multiple 3rd partner sites

- Ensure capacity plan by managing trade-offs between Customer Exp, Employee Exp, & Cost

- Develop & improve forecasting models using advanced data analysis and statistical tools

- Mitigate capacity risks by managing dependencies across multiple sites & channels

Planning & Commercial

- Help prepare budgets basis accurate forecasts ensuring minimum variable from AOP

- Help delivery ROI on identified transformation opportunities for Experience Enhancement

- Ensure accurate and timely financial reporting

- Drive contractual compliance across all 3rd Party relationships

CS Analytics

- Create and Implement an Analytics Strategy for Best in Class Service Delivery

- Enable the functional leaders with Insights to help deliver on all CX L0 / L1 Metrics

- Leverage existing and additional relevant technologies for Reporting & Analytics across functions

- Built a team of Business Analysts with deep domain expertise in CX Journeys


- Drive Lean / 6 Sigma / Continuous Process Improvement culture across CX

- Institutionalise Structured Problem Solving for delivering Business Impact

- Build a team of Black Belts & mentor Yellow | Green & Lean Projects

- Create and implement a strategy for Transaction Monitoring

Profile Summary:

Employment Type : Full Time
Functional Area : ITES / BPO / KPO / Customer Service / Operations
Salary : Not Mentioned
Deadline : 16th Jan 2020

Key Skills:

Company Profile:

Not Mentioned

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