Associate - Business Analyst-Customer Care Non-Voice-Back-End/Non Voic

EXL

4 - 8 years

0 Lacs

noida

Posted:1 week ago| Platform:

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Skills Required

voice operations management analytical team management presentation skills interpersonal skills sla analysis csat quality business administration excel conflict resolution operations continuous improvement management leadership powerpoint communication skills

Work Mode

Work from Office

Job Type

Full Time

Job Description

Strong leadership and team management skills.
People Management
Proficient knowledge of PPT, EXCEL
Excellent communication and conflict resolution abilities.
Ability to handle client escalations and sensitive cases professionally
In depth knowledge of CSAT, SLA, Quality
Excellent problem-solving and analytical abilities.
Proficiency in presentation and analysis skills.
Effective communication and interpersonal skills for cross-department collaboration.

Develop and implement operational strategies to improve efficiency and productivity.
Monitor team performance and ensure adherence to service level agreements (SLAs) and company policies
People Management ,attrition, shrinkage
Understanding of DSAT, CSAT, SLA, Backoffice work
Manage day-to-day operations, including resource allocation, budgeting, and process optimization.
Collaborate with client stakeholders and within organisation to ensure alignment with project goals.
Analyse performance metrics to identify areas for improvement and implement corrective actions.
Lead and mentor team members, fostering a culture of continuous improvement and accountability.

Bachelor’s degree in Business Administration, Operations Management, or a related field.
2+ years of experience in operations management or related roles.
Experience of the BPO/Outsourcing process/ Client Management

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