Manager Analytics

Requirements: 

·         Overall 8-10 years of experience with at least 4-5 years experience in utilizing statistical application development tools (e.g., SAS, SPSS) or operations research application development tools (e.g., XPRESS, CPLEX) or analytical report development tools (e.g., Web-Focus, Micro-Strategy, SAS) in direct support of business client needs.  

·         Masters in a quantitative discipline (Statistics, Econometrics, Economics, Mathematics, Operations Research) or even MBA Finance from a reputed institute  

·         Excellent communications skills with respect to translating business needs into a mathematical/data analysis approach and translating analysis results back into business terms. Ability to synthesize and clearly communicate highly complex findings that focus on the critical issues and provide actionable opportunities.  

·         Demonstrated outstanding critical thinking skills.  

·         Ability to work within Minneapolis, MN and Bangalore, India time zones.  Ideally working core hours of 10:00 AM – 7:00 PM with flexibility.  Travel of 1-2 times a year to Minneapolis.  

·         Proven project management successes, including balancing multiple projects and differing project priorities.  

·         Proven capability to lead team members, including personal development, work direction, and creating a Fast Fun and Friendly team environment.

 

About this Opportunity

Support all business areas of Target with critical data analysis that helps team members make profitable decisions. Become a forecast expert, business analyst or team lead and utilize tools like decision trees, clustering, regression, time series, structural equation modeling, linear programming, genetic algorithms, SAS, SQL, VBA and OLAP

Use your skills, experience and talents to be a part of groundbreaking thinking and visionary goals. As a Manager Analytics, you'll take the lead as you

 

·         Leads a team of approximately 5-30Team Members, including training, coaching, providing feedback and development.

·         Grow and manage the project team(s) that provides analytic support to specific pyramids through analytical, statistical and optimization programming languages and toolkits. Oversee execution and delivery of key project milestones. Accountable for clear requirements documents, analysis/development plans, project consulting and troubleshooting with Target India analytics team, the on time delivery of projects, timely communication project sponsors/owners, and quality of project deliverables.  

·         Develop interim solutions that meet business requirements, provide functionality in the short term, and provide the technical/analytical requirements for the long term solution.  

·         Project management tasks include (but not limited to): defining project scope, assisting with requirements collection, providing analysis/development plans, working closely with Target MPLS team during execution of project, and ensuring on-time delivery of and quality of projects.

·         Establish and maintain clear communication between HQ team, TTS, business clients, and Target India team regarding project scope, timelines, issue resolution, and deliverables.  

·         Ensure all projects are fully documented (objective, requirements, analysis plan, technical design, results, support, training, etc.).  

·         Manage the progress and prioritization of multiple projects for multiple team members in a dynamic, fast-moving environment in support of diverse research needs.  

·         Establish and grow relationships with Minneapolis partners to drive strategic business initiatives

·         Provide depth and breadth to the analytics competence at Target India.

Kindly write to g.paul1979@gmail.com for details.

Quality Analyst

Job Role:

Quality Analysts are responsible for listening to calls, monitoring email transactions and accurately measuring qualitative performance of a Champion. The measured performance need to be coached on for higher performance within agreed timelines. They play the role of a classroom facilitator, coach and supervisor.  Quality Analysts need to demonstrate effective leadership skills through developing awareness and knowledge of Myntra values, customer service skills, computer skills, product, policies and procedures.

The two objectives of this role are to drive effectively qualitative performance and superior customer experience of the Customer Connect Team.

 

Analyst

−     Call barging/Call Monitoring

−     Email Transaction Monitoring

−     Giving feedback

−     Prepare MIS/reports

−     Performing training need analysis.

−     Process improvement.

−     Leading and participating in calibration sessions.

−     Improving performance through interventions.

−     Keep in touch with Customers and Processes through taking calls for stipulated amount of time

 

Coach:

−     Provide timely, accurate and effective feedback to Champion  regarding job performance

−     Take escalated calls, approve adjustments and monitor Champions' for quality

−     Create development plans for champions geared to drive world class results

−     Complete administrative functions such as maintaining attendance, addressing disciplinary issues etc.

−     Partner with HR when initiating corrective action on timely basis

−     Analyze, suggest, develop, implement and evaluate training and coaching

 

Requirements:

−    Group presentation skills

−    Ability to perform multiple tasks and adjust quickly in short timeframes with limited direct supervision

−    Ability to build rapport with others and create a team environment

−    Strong communication, organizational, motivational and time management skills

−    Ability to work flexible hours if necessary (all shifts)

−    Ability to analyze quality scores and operational matrices and create Plan of Action with measurable changes within timelines

−    Experience in Customer Service environment with exposure to inbound, outbound and email process.

−    Capable of identifying gaps and executing initiatives.

−    Proficiency in use of the Quality system & sound knowledge in preparing MS office presentations and excel.

 

PREFERRED

−     Training delivery/facilitation & coaching experience

−     Customer Service Executive job knowledge

−     Call center experience

Team Leader - Customer Service

For one of the TOP Online e-commerce company based out of Bangalore

Team Leader – Customer Service

Brief JD & Other Details:

2-3 years’ experience in customer service in the inbound process, preferably from an International process and minimum 2 year as team leader                                                                                                                                                                                                                

Key Responsibilities                     

·             Responsible for smooth and efficient day-to-operations within their team

·             The two objectives of this role are to drive qualitative performance effectiveness and superior customer experience of the Customer Connect Team.

·             Responsible to coach assigned Champions on observed areas for improvement with respect to product, process, soft skills and communication.

·             Should conduct analysis and drive initiatives to improve efficiency within team and CC overall

Metrics for performance measurement

Operational                                   

·             Should achieve ASA, AHT, Schedule Adherence, Attendance & Login hour’s target for the team.

Quality                                            

·             Ensure team achieves FCR, C–SAT & Quality monitoring targets.

People                                            

·             Responsible for employee morale, absenteeism & attrition.

Organizational / Strategic           

·             Should abide to company policies and display company’s core values. Align self to organizational goals.

Capabilities Expected                   

Educational Qualification             

·             Graduate (any stream) or Under graduate (minimum 12th grade)

Professional Experience              

·             Minimum 2+yrs of Team Leader experience in an International BPO/E-commerce or online retail industry.

Domain knowledge                      

·             Candidates from on-line retail, airline, BPO or hospitality background is preferred.

Personality traits                          

·             Ability to perform multiple tasks and adjust quickly in short timeframes with limited direct supervision.

·             Ability to build rapport with others and create a team environment.

·             Strong communication, organizational, motivational and time management skills.

·             Ability to work flexible hours if necessary (all shifts).

·             Ability to audit calls and coach for performance.

·             Ability to analyze quality scores and operational matrices and create Plan of Action with measurable changes within timelines.

·             Comfortable in MS Office and computers.

Detailed job duties 

Operations

·             Facilitate day to day Operations

·             Take 2nd level escalated calls as floor supervisor

·             Take inbound calls for specified period in a month

·             Checking on call distribution and/or other operational road blocks and helping ease them for his/her Team

·             Keep a close track on FCR and critical call parameters like AHT, ATT, Idle time and quality scores & continuously review/coach agents on same

·             Maintain accurate and updated knowledge of all Company’s procedures and systems

·             Provide expert assistance to champions on product and escalations and assist champions with customer complaints, where necessary

·             Brief staff daily on changes and issues that affect customers or the team, or ensure that staff has accessed to this information

·             Encourage and implement best practice across the team

·             Managing staff breaks

 People

·             Managing Team Performance

·             Effective monitoring of champions and providing instantaneous feedback on productivity issues where required

·             Complete administrative functions such as maintaining attendance, addressing disciplinary issues etc

·             Track and monitor break adherence and roster

·             Ensure team is clear on quality and service performance expectations, and are striving to exceed these expectations

·             Keep agent motivated to perform on deliverables and help them deal rejections and demands of Inbound/Outbound and E-mail process

·             Assist/support team members with personal development planning

·             Use the performance information to provide positive reinforcement of behavior or skill

·             Use information provided by the quality team to provide feedback to individual champion

·             Create development plans for champions geared to drive world class results

·             Develop and enhance a team based culture and actively encourage a cooperative work environment 

 Organizational

·             Support the management of other staff in the absence of team leaders

·             Provide assistance to other work units when required, particularly in the management of queues

·             Where required, support the management of checks/audits

·             Identify ways to improve skill issues that face the team as a whole, and action accordingly

·             Participate in companywide projects/assignments, which could include working on curriculum updates/revisions or travelling to assist with new centre launches

 Reporting to: Customer Support Manager

 

If interested, pl write to s.saloni@addwiser.biz

 

Documentation Manager

For software products and services provider for Digital Media and EDA industry, based out of Noida

Job Title: Documentation Manager

Location: NOIDA, India

THE JOB REQUIRES -

The candidate will be responsible for user documentation of company's products. He/She shall ensure timely and quality delivery of all user documents with product releases. He/She shall also ensure that all documents are technically accurate and complete. The candidate will manage execution of doc projects, assign tasks, conduct editorial reviews, mentor and train writers as required. He/She shall coordinate with engineering and support teams for deliverables and schedules

DESIRED SKILL SET         

Must Have –

·         Hands on experience in authoring tools such as Framemaker, Robohelp

·         Knowledge of DITA, techniques for modular documentation is a good to have

 

·         Experience in Project estimation, project execution, planning, people management

·         Experience in delivery management from requirement analysis, estimation, and execution till actual delivery

·         Hands on experience in Process Documentation like gathering of requirement specs, design documents etc

·         Experience in mentoring and nurturing writers

·         Strong understanding of the English language, style, and writing standards

·         Conversant with technology and happy working with technology

·         Ability to understand software products and their application to business processes

·         Ability to work with set deadlines and keep multiple projects on track at the same time

·         Strong relationship-building and interpersonal skills; excellent verbal and written communications skills

·         Ability to work autonomously with minimal guidance; and the flexibility to support a wide variety of internal clients

EXPERIENCE: 12 - 20 years in a technology, product-based company

EDUCATION REQUIREMENTS: B.Tech / MCA / BCA /B.Sc.

If interested, Pl write to s.saloni@addwiser.biz for details

 

Team Leader - Operations

Detailed Job Duties:

Operations

·         Facilitate day to day Operations

·         Take 2nd level escalated calls as floor supervisor

·         Take inbound calls for specified period in a month

·         Checking on call distribution and/or other operational road blocks and helping ease them for his/her Team

·         Keep a close track on FCR and critical call parameters like AHT, ATT, Idle time and quality scores & continuously review/coach agents on same

·         Maintain accurate and updated knowledge of all Myntra's procedures and systems

·         Provide expert assistance to champions on product and escalations and assist champions with customer complaints, where necessary

·         Brief staff daily on changes and issues that affect customers or the team, or ensure that staff has accessed to this information

·         Encourage and implement best practice across the team Managing staff breaks

 

People:

−    Managing Team Performance

−    Effective monitoring of champions and providing instantaneous feedback on productivity issues where required

−    Complete administrative functions such as maintaining attendance, addressing disciplinary issues etc

−    Track and monitor break adherence and roster

−    Ensure team is clear on quality and service performance expectations, and are striving to exceed these expectations

−    Keep agent motivated to perform on deliverables and help them deal rejections and demands of Inbound/Outbound and E-mail process

−    Assist/support team members with personal development planning

−    Use the performance information to provide positive reinforcement of behavior or skill

−    Use information provided by the quality team to provide feedback to individual champion

−    Create development plans for champions geared to drive world class results

−    Develop and enhance a team based culture and actively encourage a cooperative work environment 

 

Organizational:

−    Support the management of other staff in the absence of team leaders

−    Provide assistance to other work units when required, particularly in the management of queues

−    Where required, support the management of checks/audits

−    Identify ways to improve skill issues that face the team as a whole, and action accordingly

−    Participate in companywide projects/assignments, which could include working on curriculum updates/revisions or travelling to assist with new centre launches

 

Role Requirements:

Professional Experience: Minimum 2 yrs of Assistant Manager or Team Leader experience in an International BPO/E-commerce or online retail industry.

 

Domain Knowledge: Candidates from on-line retail, airline, BPO or hospitality background is preferred.

 

Personality Traits:

−    Ability to perform multiple tasks and adjust quickly in short timeframes with limited direct supervision.

−    Ability to build rapport with others and create a team environment.

−    Strong communication, organizational, motivational and time management skills.

−    Ability to work flexible hours if necessary (all shifts).

−    Ability to audit calls and coach for performance.

−    Ability to analyze quality scores and operational matrices and create Plan of Action with measurable changes within timelines.

−    Comfortable in MS Office and computers.

Kindly write to g.paul1979@gmail.com for details.

Team Lead - Operations

Detailed Job Duties:

Operations

·         Facilitate day to day Operations

·         Take 2nd level escalated calls as floor supervisor

·         Take inbound calls for specified period in a month

·         Checking on call distribution and/or other operational road blocks and helping ease them for his/her Team

·         Keep a close track on FCR and critical call parameters like AHT, ATT, Idle time and quality scores & continuously review/coach agents on same

·         Maintain accurate and updated knowledge of all Myntra’s procedures and systems

·         Provide expert assistance to champions on product and escalations and assist champions with customer complaints, where necessary

·         Brief staff daily on changes and issues that affect customers or the team, or ensure that staff has accessed to this information

·         Encourage and implement best practice across the team

·         Managing staff breaks

 

People:

·         Managing Team Performance

·         Effective monitoring of champions and providing instantaneous feedback on productivity issues where required

·         Complete administrative functions such as maintaining attendance, addressing disciplinary issues etc

·         Track and monitor break adherence and roster

·         Ensure team is clear on quality and service performance expectations, and are striving to exceed these expectations

·         Keep agent motivated to perform on deliverables and help them deal rejections and demands of Inbound/Outbound and E-mail process

·         Assist/support team members with personal development planning

·         Use the performance information to provide positive reinforcement of behavior or skill

·         Use information provided by the quality team to provide feedback to individual champion

·         Create development plans for champions geared to drive world class results

·         Develop and enhance a team based culture and actively encourage a cooperative work environment 

 

Organizational:

·         Support the management of other staff in the absence of team leaders

·         Provide assistance to other work units when required, particularly in the management of queues

·         Where required, support the management of checks/audits

·         Identify ways to improve skill issues that face the team as a whole, and action accordingly

·         Participate in companywide projects/assignments, which could include working on curriculum updates/revisions or travelling to assist with new centre launches

 

Role Requirements:

Professional Experience: Minimum 2 yrs of Assistant Manager or Team Leader experience in an International BPO/E-commerce or online retail industry.

 

Domain Knowledge: Candidates from on-line retail, airline, BPO or hospitality background is preferred.

 

Personality Traits:

·         Ability to perform multiple tasks and adjust quickly in short timeframes with limited direct supervision.

·         Ability to build rapport with others and create a team environment.

·         Strong communication, organizational, motivational and time management skills.

·         Ability to work flexible hours if necessary (all shifts).

·         Ability to audit calls and coach for performance.

·         Ability to analyze quality scores and operational matrices and create Plan of Action with measurable changes within timelines.

·         Comfortable in MS Office and computers.

Kindly write to g.paul1979@gmail.com for details.