VP - Analytics/Capacity Planning - BPO

Summary of Responsibilities :

Looking for a leader who is passionate about the Customer Experience, who thinks/acts globally, and who has the ability to contribute major new innovations in the industry. As our Sr. Manager (VP) World Wide Planning (Customer Service), will lead the HYD center for worldwide capacity planning function. As Site Leader for HYD, you will lead a multifunctional team of top notch business analysts as well as Program/Product Managers. You will be incharge of teams responsible for will creating/delivering a cost effective and comprehensive global capacity solution for our Customer Service network. The ideal candidate will possess exceptional analytical skills along with great people management experience. The candidate will be required to think broadly about customer service initiatives such as new partner/project roll-outs on a global basis and lead multiple teams towards achievement of strategic business goals. He/she will experience a wide range of problem solving situations, strategic to real-time, requiring use of data collection and analysis. The successful candidate possesses superb business judgment, with a track record of successful relationship management, with experience leading high performance teams..

Strong initiative, team leadership, project management and quantitative skills are imperative, as well as the ability to lead and grow top-notch people. Recognized by both customers and other businesses for our customer service excellence, we're looking for someone with a unique blend of skills who wants to make an impact.

The successful candidate will work in lock-step with Customer Service Operations, Global Outsourcing, Finance and Tech leadership. He/She will:

- Lead new product launches from CS support model perspective.

- Manage multiple teams consisting of Business Analysts as well as Program/Product

- Managers, spread across multiple geographies.

- Analyze drivers of significant forecast misses to continuously improve forecasting.

- Create standard work for WW CS workflow operations

- Own weekly, daily and intraday operations planning and execution

- Create best capacity plan for business by managing trade-offs between Customer

- Experience/Service Levels, Employee Experience, and Cost Effectiveness.

- Mitigate capacity risks by managing dependencies across multiple operating units and sites. Clearly communicate dependencies and manage/track expectations.

- Manage the analyses of daily, weekly, and monthly reporting of contact center performance via Key Performance Indicators.

- Participate in wider customer service projects and initiatives such as new merchant partner initiatives or project roll-outs on a global basis.

Skills required:

- MBA from top tier institutes preferred.

- 10 years Analytics/ Business Planning/ Capacity Planning/ Customer Service experience required.

- Fluency in Microsoft Excel

- Standard work, lean experience strongly preferred

- Contact Center Workflow experience very desirable

- Ability to lead and influence WW teams

- Should be familiar with pulling data independently and doing the analysis.

- Strong commitment to exceptional customer experience, and a high level of dedication, enthusiasm, motivation, and persuasive ability in a team and cross-functional environment.

- Excellent speaking-listening-writing skills, attention to details, proactive self-starter.

- Ability to develop new ideas and creative solutions.

Interested candidates can mail their profiles or call us @ 040-40101210/11.