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| Job Location | Pune |
| Education | Not Mentioned |
| Salary | Not Disclosed |
| Industry | Banking / Financial Services |
| Functional Area | Operations Management / Process Analysis |
| EmploymentType | Full-time |
* Duties and Responsibilities - Effective partner management. Proven track record of dialer systems Manage inbound and outbound campaigns including managing multiple campaigns utilising predictive preview and progressive dialling systems Analysis and reporting on dialler & contact data to inform strategic decisions Development and creation of new campaigns to deliver fair customer outcomes and business efficacy. Improve contact rate talk-time and campaign productivity Real time management of dialler and outbound data effectiveness Improve efficiency and productivity on all campaigns using projections and data quality knowledge. Identify areas of improvement within System / process & Partner efficacy to deliver better customer experience across customer life cycle Management for ongoing basis and through regular structured approach. Ensures business-wide needs for due diligence risk assessment and continuing partner monitoring are being accomplished. Ensure to track measure report and evaluate partner performance. Generate unique ideas / share best practice within industry & bench marking with other similar industry. Ensure process rigor and controllership. Candidate Should be able to understand Non- Voice Contact center operation. Ex: Email Response Business NPS Dispute Cross selling IVR Knowledge will be added advantage Ex: IVR database/ Webservice responses/ Data exchange methodology between two different IVR Infra. Understanding of current processes and propose refinement from time to time , * MBA/Post Graduate / Graduate Degree. 4-7 years of experience in business operations with 3+ years in Service Operations. An effective communicator with exceptional partner management skills with ability to relate to people at all levels of business and management. Assess potential business risks and develop mitigation plans. Understanding call center matrices and factors that impacts them. Ensuring highest levels of employee relationship, motivation & engagement to drive results & high levels of employee satisfaction. A good team player to handle partner and achieve the set target. High degree of passion and self-belief. Collaborative work style to engage with peers & colleagues in other functions across the company. High motivational levels and a self-starter.
Keyskills :
customer life cycle managementenvironmental impact assessmentlife cycledata qualitydue diligencecross sellingdata exchangedrive resultscontact centerrisk assessmenttime managementsystems analysiscall center