Role: Manager - Analytics & Business Intelligence (Contact Center)

Grade & Designation: M4/M5 (Manager/Sr. Manager)

Competencies Key Parameters

Think Strategic

(a) Big Picture Perspective:

- Understands the process vision & has the ability to translate the same to the team

- Identifies long term issues, problems or opportunities for the team

(b) Business Acumen:

- Appreciates the inter-dependencies between teams/functions in a Contact Center

- Understands call center/dialer metrics and its impact on business output

- Suggests solutions based on inferences from the data

- Provide insights from the P/L of the process and suggest corrective actions

Drive Results :

(a) Planning & Organizing:

- Cost optimization and maximum utilization of resources for productivity

- Comes out with new ideas for process improvements

- Tracks and drives process budget and manpower

(b) Directing & Monitoring:

- Manages day-to-day reporting analytics and automation

(c) Accountability:

- Managing the profitability of the process

- Follow up on the billing and collections of revenues booked

(d) Problem Solving & Decision making :

- Is able to identify problems and make decisions independently

- Provides solutions to individual and organizational problems

- Partner with Customers

a) Relationship Building :

- Coordinating with the client on process related issues and updates

b) Passion for excellence :

- Manages daily performance to ensure that team is meeting SLAs

- Meets/exceeds service and quality levels as assigned by Management/Client

- Uphold Our Client/Company values

- Lead People

a) Managing Self :

- Identify and participate in training / developmental programs

- Identify training opportunities in analytics and decision making

b) Inspiring others / Managing teams :

- Works with Cross-Functional Teams to ensure that both internal and external customers- needs are met.

- Coaches and mentors Team Leads & AM's on data analysis

- Conducting team reviews, submitting progress reports of the team to the Business head / Ops Head

Desired Knowledge, skills and attitudes

- Good understanding of how an Outbound Call Center industry functions

- Excellent communication skills (verbal and written)

- Ability to exercise tact and good interpersonal skills

- Time management skills

- Analytical skills & Problem-solving skills

- Self-motivated & a self-starter

- Excellent client relationship Management skills

- P&L Management

Tools Expertise Advanced MS Excel, VBA, MS PowerPoint, SQL, R

Desired qualifications Graduates/Post Graduates

Desired years of experience :

- Minimum 3+ years of experience into MIS, Reporting and Data Analytics

- 3+ years of experience in Only contact centre/ BPO industry

Internal Customers, if any Operations & Shared Services Teams

External Customers, if any Client

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.