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10/08 Harjot Kaur
Practice Lead at Smart Source

Views:3382 Applications:291 Rec. Actions:Recruiter Actions:24

Head - Call Center Operations - Strategy & Analytics (10-18 yrs)

Bangalore Job Code: 730829

Urgently hiring for Head Call Center Operations (Strategy & Analytics) with a Top Brand in Bangalore.

STRATEGIC INTENT - 

- Quarterly, Monthly, Weekly, Daily and Half-hourly forecast demand Forecast for service, considering sales plan, seasonal variations, cyclical variations and irregular variations - Contact center and Back office

- Develop proper data structure, Reporting key business KPIs, Provide impactful insights on business.

Major purpose of the job - 

- Develop and prepare strategies for Business Intelligence processes for Customer operations

- Developing and building the Forecasting & governance capabilities in the team to meet the stake holder expectation

- Perform analysis on organization processes and provide appropriate results.

- Prepare architecture for data, prepare strategies and provide business object solutions as per requirements.

- Analyze all complex data and identify requirements for business enhancement in project.

- Provide support to all business resources and monitor all requirements for various value added service.

- Managing & coordinating, with both the internal and cross-functional organizations, communications & timely information dissemination to the team & Stakeholders

- Timely performance management dialogue with the team to ensure performance improvement

- Establish coaching relationships within the team and develop skills of the team members

- Internal Audits and quality assurance to ensure compliance to the policies and processes

Women-friendly workplace:

Maternity and Paternity Benefits

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