Practice Lead at Smart Source
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Head - Call Center Operations - Strategy & Analytics (10-18 yrs)
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
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