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| Job Location | Hyderabad |
| Education | Not Mentioned |
| Salary | Not Disclosed |
| Industry | Banking / Financial Services |
| Functional Area | Sales / BD |
| EmploymentType | Full-time |
Roles and ResponsibilitiesForecast contacts and plan capacity for worldwide contact center network for customerservice. Cost and service optimization for customer service organization spread across 20+ countriesworldwide. Manage headcount staffing and scheduling for a headcount that runs to tens of thousandssupporting multiple business and geographies. Develop forecasting models that captures the dynamics of retail and digital e-commercebusiness. Build short/long term operational plans for different global sites to optimize variable costsassociated with staffing Improve performance to plan by identifying, measuring and managing key metrics related tocustomer service Capture the right metrics to influence stakeholders and measure success Lead critical projects to improve planning and forecasting efficiency for global operations. Participate in global customer service initiatives and project roll outs to cater to growingbusiness needs Coordinate with internal and outsourcing network operation teams to meet business servicelevels. Promote process improvement and standardization of processes across all sites in the network Basic Qualifications: Requires a Masters degree from a top tier institute in statistics, engineering, mathematics,economics or MBA from a top tier premier institute. At least 3+ years of work experience. Ability to work efficiently in a dynamic and ambiguous environment by combining analyticalrigor and judgment. Strong commitment to exceptional customer experience, enthusiasm to drive positive changeand persuasive ability. Excellent communication skills both verbal and written (ability to present detailed technicalanalysis, assumptions, and recommendations succinctly. Proficient in Microsoft Excel and comfortable in dealing with large amounts of data. Experience with statistical programming languages (i.e. R, SAS, Matlab). Experience utilizing SQL, VBA.Preferred Qualification: Application of data mining/machine learning algorithms is preferred Experience with making large scale optimization and predictive models is preferred Some programming experience is a plus to automate tools whenever appropriate This is a global role where key stakeholders are spread across geography/time zones. Concernedindividual should be motivated/flexible enough to work in US/Europe day time. Experience in operations management role will be an added advantage. ,
Keyskills :
global customer servicelarge scale optimizationkey metricscontact centermicrosoft excelcustomer serviceprocess improvementcustomer experiencecommunication skillsoperations managementprogramming languagesstatistical programmingoptimization stra