Customer Service

As a Data Analytics and MIS professional within the Group Technology and Operations (T&O) at the bank, your primary responsibility is to utilize process and risk-driven approaches to deliver real-time management that optimizes resources, enhances risk controls, and aligns with business objectives. Your focus will be on ensuring a great customer and employee experience by effectively managing the Call Centre Financials, including budgeting and reconciling expenses, as well as identifying revenue-generating opportunities. - Utilize process and risk-driven approaches to deliver real-time management - Optimize resources, enhance risk controls, and align with business objectives - Manage Call Centre Financials including budgeting, reconciling expenses, and identifying revenue-generating opportunities In this role, you will drive analytics to identify efficiency gaps in CCTR processes, monitor expenses to ensure they align with budgetary constraints, and collaborate with various teams to identify cost-saving and efficiency-enhancing opportunities. Your ability to lead improvement projects and deliver comprehensive reports for measuring CCTR metrics will be essential in driving operational excellence. - Drive analytics to identify efficiency gaps in CCTR processes - Monitor expenses to ensure alignment with budgetary constraints - Collaborate with teams to identify cost-saving and efficiency-enhancing opportunities - Lead improvement projects and deliver comprehensive reports for measuring CCTR metrics Your duties and responsibilities will include performing WFM-related activities such as forecasting, staffing, scheduling, and real-time adherence. You will be responsible for generating performance data, dashboards, and scorecards, and working proactively with management and operations to increase utilization and efficiencies in customer centers. Additionally, you will gather business intelligence, analyze data trends, identify root causes, and present findings to management as needed. - Perform WFM-related activities such as forecasting, staffing, scheduling, and real-time adherence - Generate performance data, dashboards, and scorecards - Work with management to increase utilization and efficiencies in customer centers - Gather business intelligence, analyze data trends, and present findings to management Proficiency in MS Excel and VBA macro, with knowledge of Power apps and experience in WFM tools like Verint WFM and Nice IEX, will be advantageous in this role. Your strategic projects will involve serving as the CCTR SPOC for various initiatives, ensuring that all CCTR needs are met during project development, and streamlining the servicing scenario for improved efficiency. With a minimum of 10 years of experience in diverse profiles related to operations, WFM, analytics, and project management within CCTR or related industries, you will bring a wealth of knowledge and expertise to this role. A Bachelor's degree from a recognized university will be the preferred educational qualification for this position. This full-time role is based in Pune, Maharashtra, India, and will be integral to the Customer Service function within the organization. If you are passionate about leveraging data analytics and MIS to drive operational excellence and enhance customer experiences, this role offers a dynamic opportunity to make a significant impact within the Group T&O.,