BA - Capacity & Business Planning - BPO

Key responsibilities include:

- Create, maintain and improve Customer Service quality analysis frameworks using cutting-edge analysis techniques.

- Develop innovative models (using customer data and feedback surveys, contact transcripts, Customer Service operations performance data, etc.) to evaluate, measure, and augment the company's inbound customer service experience.

- Evangelize customer service quality improvements across WW Customer Service Operations. Partner with regional (North America, Europe, Far East) operations teams to implement global initiatives.

The ideal candidate has an accomplished professional background with demonstrated proficiency in advanced mathematics and/or statistics. She/he is comfortable creating strategic recommendations in a thoughtful, yet concise, manner and obtaining organizational “buy-in” at senior levels. She/he is well-organized, can manage multiple analyses/projects simultaneously, and is intellectually curious.

Knowledge & Skills Required

- 5-8 years’ experience as a business or operations analyst with an emphasis on customer service or product management. 1-3 years of experience if you are from a premier Business School.

- Degree in mathematics, statistics, computer science, engineering, economics or related field

- Experience with one or more of the following tools:

- SPSS, SAS or other statistical software packages

- SQL or comparable data querying packages

- Excel and/or Access skills (intermediate to advanced proficiency)

Preferred Qualifications

- MBA

- Excellent speaking-listening-writing skills

- Ability to work successfully in a dynamic, ambiguous environment

- Experience with text/data-mining software packages; proficiency with customer segmentation techniques

- Ability to meet tight deadlines and prioritize workloads

- Ability to develop new ideas and creative solutions

Interested candidates can mail their profiles to jpabhishek@searchlight.co.in or call me @ 040-40101210.