Associate - Business Analyst-Customer Care Non-Voice-Back-End/Non Voic

7 days ago

Noida, Uttar Pradesh, India EXL Full time ₹ 5,00,000 - ₹ 15,00,000 per year
  • Strong leadership and team management skills.
  • People Management
  • Proficient knowledge of PPT, EXCEL
  • Excellent communication and conflict resolution abilities.
  • Ability to handle client escalations and sensitive cases professionally
  • In depth knowledge of CSAT, SLA, Quality
  • Excellent problem-solving and analytical abilities.
  • Proficiency in presentation and analysis skills.

  • Effective communication and interpersonal skills for cross-department collaboration.

  • Develop and implement operational strategies to improve efficiency and productivity.

  • Monitor team performance and ensure adherence to service level agreements (SLAs) and company policies
  • People Management ,attrition,      shrinkage
  • Understanding of DSAT, CSAT, SLA, Backoffice work
  • Manage day-to-day operations, including resource allocation, budgeting, and process optimization.
  • Collaborate with client stakeholders and within organisation to ensure alignment with project goals.
  • Analyse performance metrics to identify areas for improvement and implement corrective actions.

  • Lead and mentor team members, fostering a culture of continuous improvement and accountability.

  • Bachelor's degree in Business Administration, Operations Management, or a related field.

  • 2+ years of experience in operations management or related roles.
  • Experience of the BPO/Outsourcing process/ Client Management

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