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26/11 Sreekanth Nair
Talent Aquisition at Unacademy

Views:1525 Applications:211 Rec. Actions:Recruiter Actions:4

Unacademy - Senior Director - Business Strategy/Workforce Management & Operations (14-22 yrs)

Bangalore Job Code: 768977

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 by working with technology/data teams on 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 Sales teams and other stakeholders 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 via Key Performance Indicators

- 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 & Skills :

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

- Currently working at senior levels driving WFM (Workforce Planning) and Business Operations

- Demonstrated analytical skills

- Experience in working with complex models using various statistical tools for optimization and then communicating plans or risks accordingly

- Experience in the analysis (Customer Service analysis or Operations analysis)

- 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

- Experience in driving automation projects

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

- Proactive self-starter

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

Women-friendly workplace:

Maternity and Paternity Benefits

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