POSITION SUMMARY

The key requirement for the role is the ability to understand business, processes, workflows and business objectives and develop key metrics to deliver the business goal. The individual should possess the ability to deeply study the systems/technology and understand its strengths and limitations as well as the changes we've implemented and display a proactive attitude in task ownership & execution.

You will be responsible for - 

- Contact center management

- Automate end to end tracking and user-level allocation of work volumes

- Structure and produce comprehensive MIS reports for active real-time management with 100% accuracy

- Develop key metrics to improve customer experience

- Actively troubleshoot workflow trends/results

CRITICAL BUSINESS ACTIVITIES :

- Actively work with operations and identify work-flow enhancements to reduce/eliminate manual steps, dependency on people and handoffs

- Serve as data custodian for the department.

- Comprehensive, accurate and up to date documentation of workflow processes and systems (SOP- s)

- Actively work with the team owning BI portal and ensure exec reports are accurate and up to date

- Develop key metrics to improve business needs/requirements

- It's a hands-on senior role so the candidate is expected to be self-propelled /motivated and a quick learner

COMPETENCIES AND EXPERIENCE :

Technical Skills and Experience :

- Hands-on experience needed (4-5 years core experience)

- Highly proficient in automation using MS excel, MS access, SQL, VB and SAP BI

- SAP experience is preferred but not mandatory

- Automate end to end tracking and user level allocation of work volumes

- Contact center management

- Develop key metrics to improve customer experience

- Actively troubleshoot workflow trends/results

- Automation of complex volume management workflows

- Defining and implementing new process workflows

- Structuring/objectivizing business needs such as RFIs (request for information), writings technical queries to search and retrieve desired data from unstructured datasets such as emails

- Data cleansing - quick, scalable and accurate cleansing

- Deep analysis of data, trends etc.

- Creating insightful information dashboards for senior executives

- Documentation of workflow processes

- Experience in volume forecasting

- Invoice reconciliation may be an added advantage

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