Associate, Specialist, Customer Service, Contact Centre-Planning/Monitoring, Consumer Banking, Technology and Operations
- Pune, Maharashtra
- Permanent
- Full-time
- Process & risk driven Data Analytics and MIS to provide a great customer and employee experience by effectively delivering real-time management with the purpose of optimizing resources, risk controls to achieve business objectives.
- To manage the Call Centre Financials including Budgeting and Reconciling all the expenses
- To identify and implement revenue generating opportunities from CCTR
- Drive analytics to identify efficiency gaps in CCTR processes
- Monitor the CCTR expenses to ensure the Costs stay within Budget
- Liaise with multiple team to identify cost saving opportunities
- Liaise with multiple stakeholders to identify efficiency enhancing opportunities.
- Drive improvement projects
- Deliver required reports for effective measurement of CCTR metrics
- Perform WFM related activities – Forecasting, Staffing, Scheduling, RTA
- Generates performance data and dashboards. Publishes performance score cards
- Proactively work with Management and Operations to increase utilization and efficiencies in the customer centers
- Gathers information, business intelligence, analyzes data trends, identifies root cause(s) and provides information to team members and department leadership
- Make presentations to various levels of management when required
- Proficient in MS Excel and VBA macro, Power apps are added advantage
- Experience in WFM tools ( i.e Verint WFM,Nice IEX)
- Be the CCTR SPOC for various strategic projects
- Ensure all the needs from CCTR are satisfied as part of project development
- Ensure the Servicing scenario is streamlined and efficient.
- 10+ years of experience in diverse profiles (Operations, WFM, Analytics, Project Mgmt) in CCTR/related industries
- Bachelor’s Degree from a recognised University