Head - Training - BPO/Contact Centre

Job Description: The ideal candidate will possess an analytic, statistical and optimization background to enable strategic workforce planning and strategic service initiatives planning. In this role you will experience a wide range of problem solving situations, strategic to real-time, requiring extensive use of data collection and analysis.

Responsibilities: -

- Interpret and improve forecasting models using data collection, data analysis and statistical tools.

- Create optimal capacity plan for Operations business by managing trade-offs between Customer Experience and Cost Effectiveness.

- Coordinate with Operations and Finance teams to analyze historical data and demand forecasts and build out headcount planning models for future growth.

- Mitigate capacity risks by managing dependencies across multiple operational teams and sites - Capacity planning for new business/sites

- Clearly communicate dependencies and manage/track exceptions with Senior Management.

- Manage the daily, weekly, and monthly reporting of capacity performance in each site via Key

Performance Indicators.

- Support local site management and workflow teams to optimize staffing requirements.

- Help manage Investigation and contact routing, monitoring systems and providing recommended workflow options and directives to maintain acceptable service levels.

- Project management skills are required for success in this role.

Basic Qualifications:

- Graduate/PG having 14+ years of overall experience and currently working in an MNC BPO / Contact Centre.

- Experience building complex models using various statistical tools for optimization and then communicating plans or risks accordingly.

- Proficiency with Microsoft Excel.

- Demonstrated ability to meet tight deadlines and prioritize workloads.

- Proven ability to develop new ideas and creative solutions.

- Operational experience in a high volume call and/or technical support environment.

- Basic/Working knowledge of Six Sigma tools and Lean techniques.

- Previous Capacity Planning experience as well as business intelligence and analytics.

- SQL and basic programming experience to automate tools whenever appropriate.

- High level of dedication, enthusiasm, motivation, and persuasive ability in a team and cross-functional environment.

- Excellent speaking-listening-writing skills, attention to details, proactive self-starter.