Capacity & Business Planning Analytics - IIT

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.