Manager- Performance Insights / Customer Operations

Job Description

• Responsible for providing real time and historical call centre performance data on metrics such as call / email / chat volumes, volume types, call patterns, staff productivity, resource allocation, quality, deadlines, etc and publish dashboards, analyse trends & patterns on a regular basis
• Analyse huge amount of raw data which are mostly in un-structured format and publish themes & trends, work with operations, support and analytics team to optimize/reduce efforts on publishing performance dashboards and highlight opportunity areas to teams on improving performance on key metrics
• Identify opportunity areas to streamline reporting activities
• Support operational teams to track relevant metrics, keep a check point on reporting timelines and escalate if there is a deviation
• System thinking Should be able to think through ambiguity and turn business needs into a set of objective metrics or workflow model on ground. This will require hands-on and in-depth understanding of our process, policies and systems in order to make workflow correction, redesign or rebuild from scratch. Create Jira stores to implement the new design and run tests to ensure the business need is addressed
• MI Data accuracy, integrity and assembly
• Provide accurate MI daily to show volume input and output, provide status on open, closed and pending ones on different work types handled on a hourly/daily/weekly/monthly basis
• Troubleshoot and perform audits / testing to ensure data is available on a timely note and are accurate; Conduct backlog re-assessments where required to increase confidence of system
• Lead data assembling activity as and when there is an external request for additional MIs (FCA, GC Executives etc)
• Daily, Weekly and Monthly reporting of SOW performance across GC vendors
• Forecast and Capacity Assurance
• Volume forecasts to be made available 3 months in advance
• Analyse historical trends, work with internal teams to provide accurate forecast on Complaints & Front office Queues, define appropriate levels of Staffing and close all budgeting requirements as per timelines
• Review monthly volume forecasts vs actual variance and work towards minimal variance (range of 5 to 10%)
• Budgets & Invoices
• Prepare budget forecasts periodically and ensure Contact Centre operates within approved Budget
• Work with GA Finance team to provide relevant inputs to improve their financial forecasts (eg: Compensation / refund projections based on run rates, accruals of FOS fees, etc)

Organization Grade4/5Position TitleManager- Performance InsightsDepartmentCustomer OperationsReporting RelationshipsVP / Sr. Director COPSCross Functional RelationshipsInternal TeamsLocationDelhi/ NCR, Chennai, BangaloreCompetencies and Experience RequiredSkills and Experience

• Min 8-10 years of relevant experience in MIS field out of which min 2 years experience in managing a team
• Bachelor s degree in any work stream.
• Has strong proficiency and working knowledge in Advance Excel, MS Access, VBA (Macros), SQL query, Power point and Word
• Programming skills to automate manual processes is an added advantage
• Should be excellent in reporting and have 2-3 years of experience in managing projects independently
• Ability to work under pressure, meet tight deadlines and prioritize daily workload
• Ability to work with cross functional teams & locations to accomplish goals in a timely manner
• Strong understanding of call centre data metrics (both front and back office) and able to publish relevant performance dashboards basis the business need
• Analytical skills to understand the requirement and is a fast learner
• Problem-solving, or the ability to identify problems, determine the accuracy and relevance of information, use sound judgment to generate and evaluate alternatives, and make recommendations
• Experience in test case management system
• Excellent email and presentation skills
• Has an eye to detail for accuracy and error identification
• Demonstrated record of outstanding work quality, productivity, and teamwork
• Has strong knowledge of capacity & utilization principles, forecasting, efficiency calculation, ability to understand and highlight trends/gaps, etc

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Keyskills :
digital conversionmisresource allocationvbasetchatms accessadvance excelcase managementperformance dashboardsjiraturnbudget forecastssowexcelsqlintelligent networksfront officecall center