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CX Black belt- BPM and Analytics Expert

15.00 to 20.00 Years   Kolkata   15 Dec, 2022
Gratitude India Manpower Consultants Private Limited
Job LocationKolkata
EducationNot Mentioned
SalaryRs 24 - 26 Lakh/Yr
IndustryIT - Software
Functional AreaClient ServerApplication Programming / Maintenance
EmploymentTypeFull-time

Job Description

    TO APPLY FOR THIS POSITION CLICK ON THE LINK AND DIRECTLY SHORTLISTS FOR THE INTERVIEWhttps://www.myglit.com/lateral/cref/ehidden_mobile3dExperience - 15 yearsSalary - 23 L p.a MaxSkill: CX Black Belt ( BPM and Analytics Expert)Grade: BPO 6Location: KolkataPoints for sourcing:CSAT, NPS IMPROVEMENT PROJECTS, Improving call deflection, Channel deflection, Call elimination, Chat Bots, Voice BotsSimilar Roles - CM - sales, CX - Sales, Black Belt from voice domain.Technologies used - RPA, BOTSJob description for CX Black belt- BPM and Analytics ExpertRole CX Black Belt- BPM and Analytics expert (Individual contributor role)Requirements 1 positionLocation KolkataGrade BPO6Role objective and ExpectationsSpecialist for Transformation, process reengineering and redesign initiatives for contact center. Wouldbe working on client improvement projects/ consulting projects with a Transformation lead orindependently as a consultant for contact center optimization. BPM and customer journey mapping for analysis of As-is process & recommending To-be processand operating model Drive process improvement and transformation projects leveraging Consulting & Analytical skillsacquired through Lean Six Sigma BB certifications Facilitation & collaboration to drive Customer Experience Improvement workshops with clients anddelivery teamsDesired Qualifications and certificationsBachelors degree in business management, project management, or in a related field. A Masters degree in business administration will be advantageous. Lean Six Sigma BB certified with good hands on excel Must be, Desired - Automation and Dataanalytics certification would be an advantage. Ability to develop script-based automations withJava/.Net/ASP.Net/Javascript/ HTML/RPA/Python, etc. will be a plus.Experience requirements15plus years of experience in BPS with at least 7-10 years in contact center environment and 5 yearsin process improvement and transformation. Should have exposure to digital strategy, UXengagement, operations and quality.SkillsEnd to end understanding of contact center operations and metrics. Exposure to contact centeroperations of multiple industry verticals like Telecom, Utilities, Media, Retail, etc would be anadvantage Proven ability in contact center data analytics and improvement projects with at least 6 projectsdelivered with at least 6 projects. Should have worked on at least 2 channel deflection projects withproven outcomes on cost reduction and CX improvement. Complete understanding of various process mapping and modelling techniques like BPM, VSM, etcand proven expertise in a developing customer journey map. Design thinking and customer personaanalysis experience would be an advantage. Ability to program manage multiple improvement projects with excellent stakeholder managementand communication. Client handling experience is a must. Should be well versed with business outcomes of contact center operations and should be able todevelop business case for improvement or transformation projects. Should be well versed with new technologies, tools and solutions in contact center environment forthe next gen CX, UX strategies. Exposure to RPA, AIML, etc is required. Excellent communication, articulation and power point skills.

Keyskills :
salesbpmrpacx black belt

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