Business Excellence - Supervisor

Role & responsibilities

Technical & Strategic:

Able to run Speech and text analytic engine driving analytics practice team

Able to conduct analytics POCs (Proof-of-concept) for various domains

Able to analyze structure around unstructured data (phone calls, chats, emails, survey, social media)

Deliver quantifiable, actionable insight to clients using text, speech and data analytics

Perform analytical activities to enhance customer experience, improve Net promoter score, and drive operational efficiencies

Identify opportunities for Project management, Business Process Reengineering & Business Analytics

Utilize quality tools to provide a comprehensive analysis of the quality metrics at an account level

Utilize advance analytics tools for data, text & speech to carry out improvement projects

Explore industry best practices in data analysis and apply in Operational use

Gather project requirement and perform GAP analysis

Designing project plans and functional design documents for Advanced analytics

Identify opportunities to enable other functions achieve strategic goals through business excellence

Build a culture of thought leadership and critical thinking across the BE & Operations

Manage Business Transformation and Process Re-engineering activities

Train and mentor teams on thought leadership and strategic skills

Facilitate change management, performance evaluation & facilitating diverse learning

Conduct workshops for leadership to identify Innovation opportunities & high impact projects

Team Management:

Capability to train and conduct workshops in Six Sigma, Kaizens, Lean training etc.

Coordinate with the senior management team members to drive change and improvement

Reward & recognize the excellent performers in the team

Review team performance

To drive quality culture in the process & make quality as a way of life

Contribute towards overall team development by regular updates to the team on any new quality tools etc.

Motivate team members and ensure minimal attrition

Process Orientation & Operations Management:

Planning & coverage of Certifications/ Audits

Self-Assessment Implementation and coverage

CSAT Action plans tracking, validation & baselining

Improvement in BE ICSAT score

Increase in number of Continuous Improvement project implementation

Performance against Budgets / Targets:

Costs saved, new revenue generated out of process improvement, faster turnaround & efficiency improvement.

Cost saved by driving process improvement resulting to penalty saving at program level

Strategic Business Planning & Execution:

Implement Interaction Analytics service

Expansion of existing Transformation Service - e.g. Self Service

Preferred candidate profile

• Analyze large volumes of calls to identify common issues, pain points, and opportunities for improvement.

Assess agent performance based on factors like call handling time, adherence to scripts, and customer satisfaction.

• Identify areas where customer experience can be improved, such as reducing wait times, resolving issues more efficiently, and increasing customer satisfaction.
• Monitor calls for compliance with regulatory requirements and company policies.