Role and Responsibilities: This is a leadership role covering multiple Centers of Excellence described below Workforce Management &amp; Forecasting :&nbsp; - Lead a workforce planning team Inhouse and across multiple 3rd partner sites. - Ensure capacity plan by managing trade-offs between Customer Exp, Employee Exp, &amp; Cost - Develop &amp; improve forecasting models using advanced data analysis and statistical tools - Mitigate capacity risks by managing dependencies across multiple sites &amp; channels. Planning &amp; Commercial :&nbsp; - Help prepare budgets basis accurate forecasts ensuring minimum variances from AOP - Help delivery ROI on identified transformation opportunities for Experience Enhancement - Ensure accurate and timely financial reporting - Drive contractual compliance across all 3rd Party relationships CS Analytics : - Create and Implement an Analytics Strategy for Best in Class Service Delivery - Enable the functional leaders with Insights to help deliver on all CX L0 / L1 Metrics - Leverage existing and additional relevant technologies for Reporting &amp; Analytics across functions - Built a team of Business Analysts with deep domain expertise in CX Journeys Quality :&nbsp; - Drive Continuous Process Improvement culture across CX - Institutionalise Structured Problem Solving for delivering Business Impact - Build a team of Black Belts &amp; mentor Yellow | Green &amp; Lean Projects - Create and implement a strategy for Transaction Monitoring Skills &amp; Competencies : - Problem Solving &amp; Analytical Skills - Ability to analyze and infer customer insights from data will be a key capability. Managing and providing analytical leadership to a team of analysts - Technology Leverage - Good understanding of the Contact Center / CX Tech Stack. Experience with Implementing CX Technology Solutions. Good understanding of the technology trends in Contact Center / CX space - Influencing Skills - Able to work across Product, Operations, Training, HR &amp; 3rd Party Service Providers&nbsp; and drive their actions in a way that positively impacts customer experience. - Program &amp; Change Management - Ability to drive and manage change management initiatives - Execution Excellence - Is able to drive quantifiable results ( for scale and complexity) - Strategy &amp; Design thinking - Long term view. Big Objectives. Think &amp; strategize for end to end (customer as well as of the value chain). Ability to break down the strategy into executable roadmap - Inspiring Leader - Builds strong teams, Coaches &amp; mentors the team &amp; Rallies the team behind common purpose - Applied Innovation - Able to identify the pain points, can work out solutions &amp; successfully implement. Experience ( Preferable ):&nbsp;12+ years experience in B2C / BPO / Services / Retail Industry

Bangalore

Director - Customer Experience - Center Of Excellence - BPO 

Director - Customer Experience - Center Of Excellence - BPO  ,Job Description for Director - Customer Experience - Center Of Excellence - BPO  in IRIS Corporate in  Bangalore for (12-20) years of experience. Apply Now!

Job Description for Director - Customer Experience - Center Of Excellence - BPO  in IRIS Corporate in  Bangalore for (12-20) years of experience. Apply Now!