Lead – Process Excellence

Responsibilities:

Track key business metrics daily yourself and enable the team to do so by preparing daily reports and automated dashboard using Google analytics Create rich interactive data visualizations through data interpretation & integrating various data sources Proactively analyse data using statistical methods to derive emerging customer or business trends/patterns, thus identifying areas for improvement inefficiency and productivity Identify and utilize external data sources (ex: social media) to derive actionably Insights for the business Own up the integrity of operational reports and take needful actions to fix emerging issues in Representation or data Acting upon the areas of improvement or key insights derived, design and implement experiments – tweaking business levers – and tracking impact Work with management to prioritize business and information needs

Competencies Required:

Knowledge on Advanced Excel is must Strong analytical skills with the ability to collect, organize, analyse, and disseminate significant amounts of information with attention to detail and accuracy Six Sigma certification with few process improvements projects would be an added advantage Expert at queries, report writing and presenting findings Strong interpersonal skills to effectively drive complex projects within as well as outside the team

Educational Qualification:

Any Graduation

Years of Experience (Minimum & Maximum):

2 to 3 Years in the role of TL/AM from BPO/BPM/Contact centre/Quality background