Analyst, Specialist, Contact Centre, Consumer Banking, Technology and Operations

As a Process & Risk driven Data Analytics and MIS professional at Group Technology and Operations (T&O), your role is crucial in providing a great customer and employee experience by effectively delivering real-time management to optimize resources, risk controls, and achieve business objectives. Your key responsibilities include: - Driving analytics to identify efficiency gaps in CCTR processes - Monitoring CCTR expenses to ensure costs stay within budget - Identifying and implementing revenue-generating opportunities from CCTR - Liaising with multiple teams and stakeholders to identify cost-saving and efficiency-enhancing opportunities - Leading improvement projects and delivering required reports for effective measurement of CCTR metrics In your job duties and responsibilities, you will: - Perform WFM related activities such as forecasting, staffing, scheduling, RTA - Generate performance data and dashboards, and publish performance scorecards - Proactively work with management and operations to increase utilization and efficiencies in customer centers - Gather information, analyze data trends, identify root causes, and provide information to team members and department leadership - Make presentations to various levels of management when required - Be proficient in MS Excel and VBA macro, with Power apps as an added advantage - Have experience in WFM tools such as Verint WFM and Nice IEX Additionally, you will be the CCTR SPOC for various strategic projects, ensuring all needs from CCTR are satisfied as part of project development and streamlining the servicing scenario to be efficient. With at least 5 years of experience in diverse profiles in CCTR/related industries, a Bachelor's degree from a recognized university, and the ability to work full-time in Mumbai, Maharashtra, India, you are well-positioned to excel in this role.,