jobseeker Logo
Now Apply on the Go!
Download iimjobs Jobseeker App and get a seamless experience for your job-hunting
13/10 Rajeev Narang
Principal Consultant at Simply People

Views:6240 Applications:379 Rec. Actions:Recruiter Actions:98

Senior Manager/Manager - Analytics & Business Intelligence - Contact Center/BPO (3-6 yrs)

Pune Job Code: 753352

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 take 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 the 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 Contact Center industry/BPO

Women-friendly workplace:

Maternity and Paternity Benefits

Add a note
Something suspicious? Report this job posting.