Director - Customer Experience - Center of Excellence - BPO

Role and Responsibilities : 

This is a leadership role covering multiple Centers of Excellence described below

Workforce Management & Forecasting : 

- Lead a workforce planning team Inhouse and across multiple 3rd partner sites.

- Ensure capacity plan by managing trade-offs between Customer Exp, Employee Exp, & Cost

- Develop & improve forecasting models using advanced data analysis and statistical tools

- Mitigate capacity risks by managing dependencies across multiple sites & channels.
 
Planning & Commercial : 

- 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 & Analytics across functions

- Built a team of Business Analysts with deep domain expertise in CX Journeys

Quality:
 
- Drive Continuous Process Improvement culture across CX

- Institutionalise Structured Problem Solving for delivering Business Impact

- Build a team of Black Belts & mentor Yellow | Green & Lean Projects

- Create and implement a strategy for Transaction Monitoring

Skills & Competencies : 

- Problem Solving & 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 & 3rd Party Service Providers - and drive their actions in a way that positively impacts customer experience.

- Program & Change Management - Ability to drive and manage change management initiatives

- Execution Excellence - Is able to drive quantifiable results ( for scale and complexity)

- Strategy & Design thinking - Long term view. Big Objectives. Think & 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 & mentors the team & Rallies the team behind common purpose

- Applied Innovation - Able to identify the pain points, can work out solutions & successfully implement.