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19/12 Abhishek JP
Managing Director at Search Light Consulting

Views:1297 Applications:60 Rec. Actions:Recruiter Actions:7

VP/Head - Analytics/Capacity Planning - BPO (12-20 yrs)

Hyderabad Job Code: 182844

VP / Head Analytics for an MNC BPO in Hyderabad.

The ideal candidate will possess a strong analytical background, which enables him/her to analyze and optimize CS network, standard work and lean experience. The candidate will be required to think broadly about customer service initiatives such as new partner/project roll-outs on a global basis. 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 generating and managing plans, reports, and analyses. The position requires an individual who can work autonomously in a highly demanding and often ambiguous environment, with strong attention to detail and exceptional organizational skills.

Key responsibilities:

This person is responsible for managing a 40+ person team that develops and implements network staffing, optimization models and workflow models for headcount planning. He/She will also be managing capacity planning, workflow operations, scheduling of associates, service level goals and routing of all customer contacts using cutting edge in-house technology for both internal sites and outsource service partners globally. 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 CS Operations, Global Outsourcing, Finance and Tech leadership.

He/She will:

- Drive the strategic direction of Amazon's China, India and Japan CS capacity planning (long-term) and workforce management (short-term) network strategy, outsourcer strategy, new site requirements, geographic diversification, etc.

- Work closely with CS leadership and be part of leadership team

- Create best capacity plan for business by managing trade-offs between Customer Experience/Service Levels, Employee Experience, Operational Flexibility, 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

- Key Influencer/Business Owner for telephony, capacity planning, and workforce management decision support systems capabilities. Provides input and thought leadership on new tool capabilities and enhancements

- Lead new product launches from CS support model perspective

- Support local site management and workflow teams to optimize staffing requirements. Manage SLA through Phone/Email routing and monitoring systems and provide recommended workflow options and directives to maintain acceptable SLA

- Analyse drivers of significant forecast misses to continuously improve forecasting

- Manage a team of Analysts and Managers

- Drive organizational changes in response to growth/expansion of Amazon customer service business (volume growth, country expansion, product launches)

- Basic Qualifications

- MBA from Premier Business School / Masters or Bachelor's Degree in quantitative field (Engineering, Economics, Maths, etc) with a min of 10+ years of experience post MBA ad currently working as VP / Head Analytics in a reputed MNC.

- Significant Operations/Analysis/Planning experience required

- Fluency in Microsoft Excel

- Preferred Qualifications

- Operations Research or Capacity Planning experience or MBA strongly preferred

- Should be familiar with pulling data independently and doing the analysis. Some programming experience is a plus to automate tools whenever appropriate

- 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 work successfully in a dynamic, ambiguous environment

- Ability to meet tight deadlines and prioritize workloads

- Ability to develop new ideas and creative solutions

- Multi-lingual proficiency a plus.

Interested candidates can mail their profiles or call us @ 040-40101210/11/9866001402.

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

Women-friendly workplace:

Maternity and Paternity Benefits

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