Manager - Business Analyst - Contact Centre

Position : Business Analyst

Title : Manager

Location : Chennai

Role type : IC - Individual Contributor

The Business Analyst will provide support in driving customer satisfaction and operational excellence through operational improvements and a tight operating rhythm across Contact Centre sites.

Ideal candidate should have outstanding business acumen, excellent analytical abilities, a strong automation and solution oriented thought process and intense curiosity. The candidate will have a strong bias towards data-driven decision-making and will be comfortable with ambiguity while working in a fast-paced dynamic environment.

Responsibilities

- Utilize data, metrics, system tools as well as survey/assessment to identify improvement opportunities within the Contact Centre process, people and systems.

- Identify trends, gather requirements for solution and support the implementation of the solution through complete.

- Formulate and document process workflow / standard operating procedures.

- Create ad hoc reports, reporting tools and presentations.

- Ensure communication, update and relevant information are cascaded within the CCC sites accordingly.

- Plan and business performance review with the required stakeholders. Take minutes and follow through to closure.

- Identify best practice through research as well as discussion with the CCC team.

- Develop business cases and/or PAR- s

- Gather business requirements and document accordingly

- Work as part of a Project team.

- Manage and execute entire projects or components of large projects from start to finish

Essential

- Excellent analytical, problem solving skills and a creative flair

- Hands on experience of Advanced computer skills in Excel (V-Lookups, Pivot Tables, Complex formulas, etc.) VBA, Macro, Access and Power Point

- Good knowledge of SQL, online statistical concepts and analytical tools such as Google analytics, Adobe analytics etc..

- Excellent communication skills both verbal and written English

- A team player with excellent interpersonal skills. Ability to manage stakeholders across bank's network

- Focused, organised, results-oriented and works independently to strict timeframes

- Broad knowledge of Contact Centre operations and infrastructure will be an advantage

You can reach me on this number -9841930349.