Accounts Managed: Sulzer, Mahle Behr, Nestle
Projects Undertaken:
MIS Reporting
- Restructure and improve the MIS reporting for the account that will be efficient and agile.
- FTE Headcount and Attrition report
- Analysis and preparation of SLA and KPI reports monthly
- Automation of reports for effective and accurate reporting
- Monitoring and reporting of labor hours for monthly billing to client
- Parked and Blocked Invoice Report
- Weekly calls with the client for Cx Healthcare BPS the implementation of new SLA/KPI
Early Warning Indicator (EWI): for Process Cx Healthcare BPS
- Outline the goals and objectives
- Build RFI document to gather information for project research and planning
- Identify key metrics from source data
- Formalizing calculations and building custom dashboard in Power BI
Idea Hub: Across all BPS
- Business Process Improvement aimed at implementation of Lean/Agile processes and Automation
- Identify processes that require optimization to improve efficiency and align with organizational mission.
- Standardize BPS wide process consistency and governance
BPAT: for process Coats
- To formalize metrics that shall be reported to the management
Client Management: -
· Understand client’s business requirements and initiated projects accordingly Reporting “Trends and Observations” based on the calls monitored on a weekly basis
· From “Top Failing parameters” data, reporting areas of opportunities for agents identified based on failure percentage
· Reporting “Critical” coaching opportunities to the stakeholders
· Weekly reporting that included SLA dashboard, Team Productivity, Queue Trends, Requested Tracking Data and Coaching Opportunities to the client
· Training Quality Analysts on Process and on report generation
· Performing Quality checks and sending out the Team score
· Conducting Site level calibrations to help improvise the Process and Customer experience.
· Developed tools to report weekly comparison of quality scores across centres and queues
· Managed resources and allocated targets to meet the required productivity
Project Management: -
· Managed projects to inculcate better quality designs in call flow based on customer experience
· Designed a comprehensive Quality Score Card to inculcate additional parameters that impacts Customer Experience
· Process management by identifying and resolving issues for maximum customer satisfaction
· Manage Project timelines, forecasting, and ensuring delivery within timelines.
BUSINESS ANALYSIS / DATA ANALYSIS
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