Manager - Supply Chain Analytics - BPO - IIM/XLRI/FMS

Job Description :

Is looking for an exceptional leader who is passionate about customer experience, is able to work with multiple stakeholders globally and has the ability to drive innovations in the customer service industry. As the Manager Short Term Planning, they will execute the capacity to plan across customer service internal sites, drive productivity and cost optimization by systematically challenging operations teams across multiple geographies.

The ideal candidate will possess a strong analytical background that enables them to analyze and standardize workflow activities across the team. They will experience a wide range of problem solving situations, ranging from short term to strategic, to decisions requiring use of data collection and analysis. The successful candidate possesses superb business judgment, with a proven record of successful relationship management and experience generating and managing plans, reports, and analyses.

The position requires an individual who can work autonomously in a highly demanding and often ambiguous environment, with strong attention to detail and exceptional organizational skills.

This person will be responsible for managing the team that executes to short-term and long-term capacity plans by aligning actual staffing to the forecasted requirement. They will lead a team of analysts and managers spread across multiple countries and will be responsible for their performance in ensuring staffing accuracy in the internal network for service level delivery.

Strong initiative, team leadership, project management and quantitative skills are imperative, as well as the ability to lead and grow high caliber associates. The role will interact with senior customer service leadership on a regular basis to keep them updated on the network and participate in strategic long term planning initiatives.

The role requires the associate to :

- Work closely with CS Operations, Capacity planning and Finance leadership.

- Coordinate with Operations, HR, Recruitment, Training and Facilities across multiple locations to execute short term and long term capacity movements

- Mitigate capacity risks by identifying dependencies across multiple operating units and sites. Clearly communicate dependencies and manage/track expectations.

- Manage the analyses of daily, weekly, and monthly reporting of site performance via Key Performance Indicators.

- Manage a team of Analysts and Managers.

- Manage and drive process related automation with technical team where needed

- Develop and implement new strategies and procedures

- Manage conflicting priorities and deal with ambiguity.

Desired Candidate Profile :

- An advanced degree in a quantitative field (mathematics, stats, engineering, or science or an MBA). MBA from a top School.

- 7-10 years of work experience with the last 3 - 4 years in Supply Chain Analytics / SCM Analytics.

- Contact center planning experience

- Proficient with Microsoft Excel

- Expertise in the use of technical/statistical tools to drive process improvements

- Project Management experience.

Interested candidates can call us @ 040-40101210/11.