Associate, Specialist, Customer Service, Contact Centre-Planning/Monitoring

The role within Group Technology and Operations (T&O) focuses on enabling and empowering the bank by managing operational processes efficiently. The primary goal is to optimize resources, enhance risk controls, and achieve business objectives through real-time management. One of the key responsibilities is overseeing Call Centre Financials, including budgeting and reconciling expenses, as well as identifying revenue-generating opportunities from CCTR. Key Requirements: - Conduct data analytics and MIS with a focus on process and risk management to enhance customer and employee experience - Drive analytics to identify efficiency gaps in CCTR processes - Monitor expenses to ensure costs remain within budget - Collaborate with various teams and stakeholders to identify cost-saving and efficiency-enhancing opportunities - Lead improvement projects and deliver reports for effective measurement of CCTR metrics Job Duties & Responsibilities: - Perform WFM-related activities such as forecasting, staffing, scheduling, and real-time adherence - Generate performance data and dashboards, publish performance scorecards - Collaborate with management and operations to enhance utilization and efficiencies in customer centers - Analyze data trends, identify root causes, and provide information to team members and department leadership - Present findings to management as needed - Proficiency in MS Excel, VBA macro, and Power apps, with experience in WFM tools like Verint WFM and Nice IEX Strategic Projects: - Act as the CCTR SPOC for strategic projects - Ensure CCTR needs are met during project development - Streamline and optimize the servicing scenario for efficiency Experience: - Over 10 years of experience in various profiles such as Operations, WFM, Analytics, and Project Management in CCTR or related industries Education / Preferred Qualifications: - Bachelor's Degree from a recognized University This full-time position in Customer Service is based in Maharashtra, Pune. The role involves regular scheduling and is ideal for individuals with a strong background in operations, analytics, and project management within the CCTR industry.,