Job Description

Job Title: Manager II Global Analytics Roles and Responsibilities

 Responsible for monitoring and managing successful Transformation and Continuous improvement projects, to ensure that they are structured appropriately to deliver both direct and indirect business benefits
 Demonstrable successful Team Leadership and Cross Functional Team experience
 Experience documenting and teaching how to create current state process models in BlueWorks Live, Bizagi or Visio
 Lead and supervise Operations Transformation projects based solutions
 Demonstrated experience and teaching of To Be Process Design and modeling
 Ability to create business case (CBA document)
 Experience developing business requirement documentation and used cases for UAT
 Delivery Operations experience and / or knowledge across call center functional areas
 Understanding to RPA, Chat BOTs, Self-Services, IVR Technologies
 Engage with Senior level stakeholders effectively
 Present business value to customers for new or existing Line of business
 Demonstrated experience performing data analysis
 Proficient to Mastery level in Excel, Power Point and Word
 Capturing key Lessons learned and best practices which can be used to improve delivery performance
 Working closely with customer teams and customer account teams across the globe
 Continuously focuses on delivery excellence and high level of customer satisfaction
 Prepare reports and presentation decks from time to time as per management s requirement.
 Accountability to deliver results in Customer Satisfaction Scores / NPS; Passionate about CX; Quality background
 Highly adaptable to quickly changing requirements and business/client priorities
 Prepare reports and presentation decks from time to time as per management s requirement.

Requirements

• Graduate / Post Graduate in any stream
• Lean Six Sigma Black Belt certification
• Experience in large Inbound Voice Contact Center environments
• 8-10 years’ experience in BPO industry with 4+ years in Transformation
• Passion for forward thinking digital transformation

Roles and Responsibilities

• Responsible for monitoring and managing successful Transformation and Continuous improvement projects, to ensure that they are structured appropriately to deliver both direct and indirect business benefits
• Demonstrable successful Team Leadership and Cross Functional Team experience
• Experience documenting and teaching how to create current state process models in BlueWorks Live, Bizagi or Visio
• Lead and supervise Operations Transformation projects based solutions
• Demonstrated experience and teaching of To Be Process Design and modeling
• Ability to create business case (CBA document)
• Experience developing business requirement documentation and used cases for UAT
• Delivery Operations experience and / or knowledge across call center functional areas
• Understanding to RPA, Chat BOTs, Self-Services, IVR Technologies
• Engage with Senior level stakeholders effectively
• Present business value to customers for new or existing Line of business
• Demonstrated experience performing data analysis
• Proficient to Mastery level in Excel, Power Point and Word
• Capturing key Lessons learned and best practices which can be used to improve delivery performance
• Working closely with customer teams and customer account teams across the globe
• Continuously focuses on delivery excellence and high level of customer satisfaction
• Prepare reports and presentation decks from time to time as per management s requirement.
• Accountability to deliver results in Customer Satisfaction Scores / NPS; Passionate about CX; Quality background
• Highly adaptable to quickly changing requirements and business/client priorities
• Prepare reports and presentation decks from time to time as per management s requirement.

Requirements

• Graduate / Post Graduate in any stream
• Lean Six Sigma Black Belt certification
• Experience in large Inbound Voice Contact Center environments
• 8-10 years’ experience in BPO industry with 4+ years in Transformation
• Passion for forward thinking digital transformation

Location: IND Mumbai - Symphony IT Park - 6th Flr Language Requirements: Time Type: Full time