Associate, Specialist, Customer Service, Contact Centre-Planning/Monitoring, Consumer Banking, Technology and Operations

5 days ago

PunePimpriChinchwad Area, India DBS Bank Full time ₹ 12,00,000 - ₹ 36,00,000 per year

Business Function
Group Technology and Operations (T&O) enables and empowers the bank with an efficient, nimble and resilient infrastructure through a strategic focus on productivity, quality & control, technology, people capability and innovation. In Group T&O, we manage the majority of the Bank's operational processes and inspire to delight our business partners through our multiple banking delivery channels.

Key Requirements
Job Purpose

  • Process & risk driven Data Analytics and MIS to provide a great customer and employee experience by effectively delivering real-time management with the purpose of optimizing resources, risk controls to achieve business objectives
  • To manage the Call Centre Financials including Budgeting and Reconciling all the expenses
  • To identify and implement revenue generating opportunities from CCTR

Key Accountabilities

  • Drive analytics to identify efficiency gaps in CCTR processes
  • Monitor the CCTR expenses to ensure the Costs stay within Budget
  • Liaise with multiple team to identify cost saving opportunities
  • Liaise with multiple stakeholders to identify efficiency enhancing opportunities
  • Drive improvement projects
  • Deliver required reports for effective measurement of CCTR metrics

MIS/Analytics, WFM
Job Duties & Responsibilities

  • Perform WFM related activities – Forecasting, Staffing, Scheduling, RTA
  • Generates performance data and dashboards. Publishes performance score cards
  • Proactively work with Management and Operations to increase utilization and efficiencies in the customer centers
  • Gathers information, business intelligence, analyzes data trends, identifies root cause(s) and provides information to team members and department leadership
  • Make presentations to various levels of management when required
  • Proficient in MS Excel and VBA macro, Power apps are added advantage
  • Experience in WFM tools ( i.e Verint WFM,Nice IEX)

Strategic Projects

  • Be the CCTR SPOC for various strategic projects
  • Ensure all the needs from CCTR are satisfied as part of project development
  • Ensure the Servicing scenario is streamlined and efficient

Experience

  • 10+ years of experience in diverse profiles (Operations, WFM, Analytics, Project Mgmt) in CCTR/related industries

Education / Preferred Qualifications

  • Bachelor's Degree from a recognised University

Primary Location
India-Maharashtra-Pune

Job
Customer Service

Schedule
Regular

Job Type
Full-time

Job Posting
Nov 16, 2025, 7:56:07 PM

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