Job Description:

We are looking for an Manager to effectively manage our Business Analytics function and manage our team of analysts. You will implement tools and strategies to translate raw data into valuable business insights.

In this role, we expect you to have strong logical reasoning skills and business intelligence. The ability to communicate effectively is essential. Your goal will be to help our business use data to drive high performance and quality.

Skillset Required:

• Lead a team of 15 to 20 Business Analysts
• Required to generate, maintain, consolidate and track various reports
• Candidate should possess good knowledge and hands on experience on advance Excel/VBA, PPT, and MySQL
• Handling multiple reports, working with formula, pivot tables & pivot charts, and various other excel sheet components for accurate data
• Updating various informative Dashboards on daily and weekly basis
• Emailing Reconciled MIS Reports with data visualization details using charts like Bar Chart & Pie Charts
• Generating & Preparing Daily, Weekly, Monthly MIS Reports
• Develop and execute data-based experiments to increase efficiency of decision making based on the results.
• Identify the opportunities of automating the reports, snapshots and dashboards using advanced formulae, Macros, VB and other technique

Work Days : 6 Days
Location: Gurugram
Education – Any Graduation
Experience: 6+ years of experience overall Experience and 1+ years as Manager in MIS, WFM or Reporting.

Roles & Responsibilities:

• Develop strategies for effective data analysis and reporting
• Develop statistical modelling techniques to cover adjacent categories
• Define research domain-wide metrics and relevant data sources
• Select, configure, and implement analytics solutions
• Oversee all analytics operations to correct discrepancies and ensure quality
• Build systems to transform raw data into actionable business insights

Job Descriptions:

Experience as Team Leader/Asst. Manager for a Tele-sales/Customer Service process should equip adequate knowledge of Call Centre metrics, understanding & efficiently driving dialer and calling processes.

Responsibilities and Desired Skills:

• Demonstrated ability to effectively manage a team.
• Must Know AHT, Attrition, Shrinkage, YTD/MTD ETC.
• Expert knowledge of Operations processes and supporting tools.
• Drawing up action plans for the advisors requiring coaching or development
• Tracking attrition and performance regularly. Providing updates to OPS Manager regularly with respect to the performance of the team and any issues faced by them. Initiating CAP/DAP as required.
• Monitoring team performance. Enable development opportunities for team through participation in various initiatives.
• Preparing reports, incentive sheet, etc.

Skills Required:

• People Management
• Excellent verbal, written and interpersonal communication skills.
• Exceptional listening and analytical skills.
• Must be proficient with Microsoft Office (intermediate Word, basic Excel).
• Outstanding customer service skills and dedication to providing exceptional customer care.
• Ability to multitask and successfully operate in a fast paced, team environment.

Extensive experience working in team handling in Operations
Total Experience: 2+ Years, Team Leader Experience: 1+ Year
BPO Experience would be added advantage
6 Days Working
Education -Any Graduate

Job Descriptions:

Experience in delivering training programs by using prescribed methodology and maintain delivery matrix targets batch throughput/coverage/PKT sessions. Should have experience in handling team of multiple trainers.

Responsibilities and Desired Skills:

• Lead a Team of Trainers, Coaches, TL to enable training delivery.
• Track record in designing and executing successful training programs.
• Familiarity with traditional and modern training methods (mentoring, coaching, on-the-job or in classroom training, e-learning, workshops, simulations etc).
• Work with respective Trainers to create a robust TNI / Refresher plan to improve agent performance within classroom training & live environment.
• Excellent communication and leadership skills.
• Ability to plan, multi-task and manage time effectively.
• Strong writing and record keeping ability for reports and training manuals.

Skills Required:

• People Management
• Excellent verbal, written and interpersonal communication skills.
• Must be proficient with Microsoft Office (intermediate PowerPoint, basic Excel).
• Outstanding customer service skills and dedication to providing exceptional customer care.
• Ability to multitask and successfully operate in a fast paced, team environment.

Extensive experience working in Training Management
Total Exp-5+ Years
2+ years of experience in team Handling
BPO Industry experience will be added advantage.
6 Days Working
Education -Graduate

Job Descriptions:

Experience as Operation Manager/Asst. Manager Ops in Sales or customer Service process should equip adequate knowledge of Call Centre metrics, understanding & efficiently driving dialer and calling processes.

Responsibilities and Desired Skills:

• Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
• Develops call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.
• Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.
• Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
• Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
• Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
• Maintains equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades.
• Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.

Skills Required:

• People Management
• Excellent verbal, written and interpersonal communication skills.
• Exceptional listening and analytical skills.
• Must be proficient with Microsoft Office (intermediate Word, basic Excel).
• Outstanding customer service skills and dedication to providing exceptional customer care.
• Ability to multitask and successfully operate in a fast paced, team environment.

Extensive experience working in Operation Management
Total experience – 5+ Years
2+ years of experience in Team Handling
BPO Industry experience will be added advantage.
6 Days Working
Education -Graduate

Job Descriptions:

Experience Managing Induction, Joining Formalities, Employee Engagement and Grievance Handling and HR Operations.

Responsibilities and Desired Skills:

• Hands on experience in Conceptualizing and driving HR strategy aligned to Business Strategy.
• Understanding of Core HR Processes like Performance Management, Career Development, Compensation Revision, Employee Engagement and Retention, Reward & Recognition and Talent Management and Succession Planning. Awareness of Industry trends and best practices.
• Demonstrated experience in the implementation of HR processes as a Generalist/Specialist preferably for a group of at least 200+ employees in a Lead role. Performance management – Setting Key Objectives -Smart goals identification, Performance planning. Performance progress, performance review and Succession Planning.
• Experience of working with key business leaders and stakeholders.
• Managing relationships effectively and ensuring stakeholder buy in for initiatives and processes.
• High comfort level in working with people from diverse backgrounds.
• Ability to manage critical conversations with employees, internal and external teams while maintaining a high level of interpersonal sensitivity and fairness.
• Ability to facilitate cross functional or disparate groups towards a single go.

Skills Required:

• People Management
• Excellent verbal, written and interpersonal communication skills.
• Outstanding customer service skills and dedication to providing exceptional customer care.
• Ability to multitask and successfully operate in a fast paced, team environment.

Extensive experience working in Human Resource either in HR generalist or HRBP role
Total experience -Minimum 1+ years
BPO Industry experience will be added advantage.
6 Days Working
Education -Graduate

Job Descriptions:

Quality Assurance Analyst (QA) is responsible for assessing the quality of the performance of our call centre associates who deal with our existing and potential customer. The QA will monitor inbound , outbound call or emails responses to assess associate's communication, technical accuracy, customer service performance, and conformity to company policies and procedures.

Roles and Responsibilities:

• Auditing of calls and complete analysis of service requests.
• Sharing One-O-One Feedback with agents based on audits.
• Works with Operations team to develop the overall process improvement strategy and quality plan.
• Monitoring if CCE has used the right telephone etiquettes and followed appropriate hold procedures and has given a proper resolution for the customer's request.
• Highlighting issues as per the quality parameters.
• Sharing daily reports & Quality Scores with the team.
• Participating in internal & external calibration sessions with Quality/Operations.

Extensive experience working with Quality Analyst in BPO/KPO Sector
Total Experience:  1+Yrs
6 Days Working
Education -Any Graduate

Skills

• Excellent verbal, written and interpersonal communication skills.
• Exceptional listening and analytical skills.
• Must be proficient with Microsoft Office (intermediate Word, basic Excel).
• Outstanding customer service skills and dedication to providing exceptional customer care.
• Ability to multitask and successfully operate in a fast paced, team environment.

Job Descriptions:

As a Customer Service Trainer, you will be responsible for the training of our Support and Customer Service team. You will also ensure that all trainees understand and grasp the required concepts comprehensively.

Roles and Responsibilities:

• Conduct and lead training classes for new customer service or sales executives
• Develop onboarding plan for new hires Follow up with new hires after completion of training to ensure they continue to improve their skills.
• Identify and implement creative solutions to processes to ensure they are as easy as possible for the customer service or sales staff to learn and retain.
• Conduct process knowledge tests and constantly assess their knowledge.
• Ensure adherence to the Lesson plan and ensure timely completion of the training program.
• Have strong engagement to trainees and manage attrition during the training and OJT period.
• Facilitate certification process and ensure smooth handover process to operations
• Conduct refresher trainings and provide or disseminate process level updates on the floor.
• Hand hold newly trained executives during the OJT program and ensure smooth movement of executives on to the production floor
• Work with other team members and departments as needed to solve for consistency throughout the organization.
• Participate actively in developing training materials and constantly look for opportunities to enhance training content.
• Provide updates to training materials as processes and information changes.

Extensive experience working with Quality Analyst in BPO/KPO Sector
Total Experience:  1+Yrs
6 Days Working
Education -Any Graduate

Skills

• Ability to train others, be patient, and understand the perspective of the customer is important.
• Exceptional verbal, written and interpersonal communication skills.
• Exceptional listening and analytical skills.
• Must be proficient with Microsoft Office (PowerPoint, Word, basic Excel).
• Ability to multitask and successfully operate in a fast paced, team environment.

Job Descriptions:

We are hiring a business analyst manager to join our analytics team. You will work alongside other business analysts and report directly to the head of business analytics. Your main tasks will include performing detailed requirements analysis, documenting processes, and performing some user acceptance testing. To succeed in this role, you should have a natural analytical way of thinking and skill to unclutter data and a sense to explain and represent data in a simplified manner.

• A minimum of 4+ years of experience in business analysis or a related field.
• Exceptional analytical and conceptual thinking skills.
• The ability to influence stakeholders and work closely with them to determine acceptable solutions.
• Excellent documentation skills.
• Excellent planning, organizational, and time management skills.
• Experience leading and developing top-performing teams.

Technical Skills:

• Tableau Desktop, Tableau Prep Builder, MySQL/PostgreSQL (must have)
• Tableau Server (Basics)
• Python (good to have)
• Microsoft Excel
• Microsoft PowerPoint.

Work Days : 6 Days
Location: Gurugram
Education – B.tech/MCA/BSc-IT
Industry: Exposure to Contact Industry (Good to have)

Responsibilities:

• Single point of contact for all Reporting and Business Analytics requirements of the organization.
• Evaluating business processes, anticipating requirements, uncovering areas for improvement, and developing and implementing reporting solutions on Tableau.
• Lead and develop a strong team of Business Analysts, providing training, coaching, and guidance to team members.
• Leading ongoing reviews of business processes and developing optimization strategies.
• Staying up to date on the latest process and IT advancements to automate and modernize systems.
• Conducting meetings and drive team and self to share ideas and findings.
• Effectively communicating your insights and plans to cross-functional team members and management.
• Gathering critical information from meetings with various stakeholders and producing useful reports.