VP Analytics & Capacity Planning for an MNC BPO in Europe.

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.

Desired Candidate Profile :

Skills required:

- MBA from top tier institutes preferred.

- 10 years Analytics/ Business Planning/ Capacity Planning 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 forward their profiles or call me @ 040-40101210/11.

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