The ideal candidate will possess an analytical and optimization background to enable strategic workforce planning and strategic service initiatives planning. In this role, you will experience a wide range of problem-solving situations, strategic to real-time, requiring extensive use of data collection and analysis

Responsibilities

Interpret and improve MIS's and forecasting models by working with technology/data teams on data collection, data analysis and statistical tools.
Look after optimal functioning of all Systems used like CRM, Dialer and other tools.
Constantly evaluate and introduce new tools to improve Sales Effectiveness and Customer Experience.
Create optimal capacity plans for Sales Teams.
Manage the entire Operations - Coordinate with Sales teams and other stakeholders to analyze historical data and demand forecasts and build out headcount planning models for future growth.
Mitigate capacity risks by managing dependencies across teams.
Manage the daily, weekly, and monthly reporting of performance via Key Performance Indicators.
Help manage Investigation and contact routing, monitoring systems and providing recommended workflow options and directives to maintain acceptable service levels.
Project management skills are required for success in this role.

Basic Qualifications & Skills

Graduate / MBA having 10+ years of overall experience and currently working in a similar capacity of managing Revenue Operations for Large sales teams.
Currently working at senior levels driving WFM (Workforce Planning) and Business Operations.
Demonstrated analytical skills.
Experience in working with complex models using various tools for optimization and then communicating plans or risks accordingly.
Demonstrated ability to meet tight deadlines and prioritize workloads.
Proven ability to develop new ideas and creative solutions.
Operational experience in a high call volume environment.
Basic/Working knowledge of Six Sigma tools and Lean techniques.
Previous Capacity Planning experience as well as business intelligence and analytics.
Experience in driving automation projects.
High level of dedication, enthusiasm, motivation, and persuasive ability in a team and cross-functional environment.
Proactive self-starter.

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