Director - Metrics, Analytics & Reporting

We are seeking a talented individual to join our Metrics, Analytics and Reporting team. This is a hybrid role that has a requirement of working at least three days a week in the office.

We will count on you to:

• Create methods and practices to carry out robust capacity planning in back office/Admin and Project based teams in O&T
• Be an expert at forecasting and try different avenues and models of forecasting for varied teams across Operations & technology units.
• Provide insights and experimental analysis on how various forecasting models can be adapted to make our planning exercise richer and closer to ground reality
• Utilize forecasting tools and practices which are best in class at an industry level and harmonize ways of working with our teams with that
• Improve the accuracy of our predictions and plans and bridge the gap between forecast and actual volumes, revenues, performance and more operational aspects.
• Aid the development of Capacity Planning application from an end user’s perspective
• Develop and refine individual capacity plans for each of O&T’s product lines/regional operations across their on and offshore operations, in collaborations with regional operations leads
• Support optimization of back office/admin workforce management practices across O&T and be able to leverage peaks and troughs, and lean periods to maximize use of existing resources.
• Support managers and leader in Operations teams in making appropriate hiring and capacity augmentation decisions which include cross training, contract resourcing, lending & borrowing resources etc.

Stakeholder management and influence:

• Collaborate with COOs and operations leads to create meaningful plans for their units and communicate that effectively using facts and data.
• Collaborate with them to create messaging and insights such that accurately reflect their team’s position and can be supported effectively
• Provide insights that help them run operations more effectively from service delivery, quality and cost perspectives
• Bring out the best practices across other O&T teams and to cross pollinate best practices across operations

What you need to have:

• Bachelor’s degree in business administration, maths, engineering or economics from accredited university or equivalent experience
• 20+ years of experience in ITES
• 10+ year of experience in business intelligence, predictive modelling, forecasting and planning in Services Industry, supply chain or logistics
• Experience with BackOffice Planning and exposure to Contact Centre operations
• Knowledge of customer relationship management practices
• Problem-solving attitude
• Excellent analytics skills

What makes you stand out?

• Demonstrate agility and rigor
• Attention to detail with exceptional quality of work
• Excellent communication and interpersonal skills.
• Adaptive to organisational culture and business environment

Why join our team:

• We help you be your best through professional development opportunities, interesting work and supportive leaders.
• We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have impact for colleagues, clients and communities.
• Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-being.