Capacity & Business Planning Analytics for an Online Retail MNC in Hyderabad  Key responsibilities include:   The successful candidate will work in lock-step with multiple business teams, CS Operations, Global Outsourcing and Finance leadership.   He/she will:  - Build plans for different Customer Service centres that allow us to provide a great customer experience in an employee friendly and a cost effective manner.  - Communicate these plans and report on their execution to various stakeholders, and continuously improve the planning and execution cycle.  - Lead Projects to improve planning efficiency and support worldwide network of business units, and operational centres.   - Analyze drivers of significant forecast misses to continuously improve forecasting.  - Participate in wider customer service projects and initiatives such as new merchant partner initiatives or project roll-outs on a global basis.  - Improve quality of reporting and work to streamline various data sources to drive consistent reporting.  - Monitor contact centre performance by analyzing performance statistics and financial results; evaluating staffing schedules to match contact volumes; evaluating potential productivity, quality, and customer-service standards; identifying and resolving problems; determining system and process improvements.  - Prepare management reporting by collecting, analyzing, and summarizing data and trends and developing recommendations  - Identify progressive contact centre tools and technology enablers that will improve operating performance and efficiency.  - Coordinate with Operations, Capacity Planning, Finance, and local site workflow teams to maintain and update plans.   - Promote process improvement and standardization of processes across all sites in the network.  - Utilize existing tools and help to drive development of tool improvements.  Knowledge & Skills Required  - Bachelor’s Degree in a quantitative field (engineering, economics, math, stats) preferable from IIT, BITs, etc; required.   - Master in Business Administration from premier institute like IIM, ISB, etc.  - 2-5 years of work experience. Experience in operations management role will be an added advantage.   - Ability to work swiftly and thoroughly in a dynamic and ambiguous environment by combining analytical rigor and judgment.  - Ability to meet tight deadlines and prioritize workloads.  - Excellent speaking/listening/writing skills, attention to details, proactive self-starter.  - Strong commitment to exceptional customer experience, enthusiasm to drive positive change and persuasive ability.  - Ability to develop new ideas and creative solutions.  - Proficient in Microsoft Excel and comfortable in dealing with large amounts of data.  Preferred Qualifications  - Analytics experience in Customer Service or Operations preferred  - Workflow Planning experience strongly preferred.  - Experience with making large scale decisions for a network of sites strongly preferred.  - Some programming experience is a plus to automate tools whenever appropriate  - Basic/Working knowledge of Six Sigma tools and Lean techniques preferred.  - Experience utilizing SQL  - As this a global role where key stakeholders will be spread in geography/time, the concerned individual should be motivated/flexible enough to work in US/Europe day time (India Night hours).  Interested candidates can mail their profiles to jpabhishek@searchlight.co.in or call me @ 040-40101210/11.

Hyderabad

Capacity & Business Planning Analytics - IIT 

Capacity & Business Planning Analytics - IIT  ,Job Description for Capacity & Business Planning Analytics - IIT  in Search Light Consulting in  Hyderabad for (2-5) years of experience. Apply Now!

Job Description for Capacity & Business Planning Analytics - IIT  in Search Light Consulting in  Hyderabad for (2-5) years of experience. Apply Now!