Job Description
Desirable Skills:
Problem solving mindset for ambiguous business challenges, Driving cross-function stakeholders for operational improvement initiatives, Experience in Business Development
What you’ll do:
- Meet and Sustain all KRAs based on the organizational requirements through process reengineering and efficiency analysis
- Facilitate and implement process improvement ideas to improve overall process efficiency and customer experience
- Identify and implement training & development needs of Team Leads and Teams
- Drive Quality and Customer experience culture across teams
- Identify, Drive and Foster Process Improvements and Customer Experience
- Effective resource planning for the teams
- Prepare Weekly/Monthly/Quarterly Reports on the performance of self, team and process
- Ensuring accurate and timely reporting of process performance to all stakeholders
- Oversee the forecasting and scheduling function, which determines service representative staffing requirements and establish deployment schedules
- Participate in the recruitment process for Operations teams
- Implement training modules to improve process knowledge and soft skills of the teams
What you’ll need:
- Excellent understanding of Contact center Operational metrics
- Understanding statistical data analysis techniques, visualization & creating scenario-based modeling in excel
- Excellent relationship management capability, experience in closely working with cross-functional teams
- Drive for results, go-getter attitude & experience in people management current role – should be the managing team in his/her current role
- Excellent written & verbal communication & presentation skills