GBS IE Supervisor (Grade 20E)

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Job Description:

Job Summary
The Global Business Services (GBS) Engineering Supervisor is responsible for optimizing operational efficiency, improving productivity, and reducing costs. The GBS Engineering Supervisor oversees work migration and other project deployments, conducts work measurement and time studies, monitors and assesses workflows, and develops volume and staffing forecasts designed to deliver exceptional service. The GBS Engineering Supervisor works collaboratively with operations management teams to identify improvement opportunities and makes process improvement recommendations that help to achieve the operation’s goals and improve the customer experience.

Note: This position would be based in ITC Chennai (IN110) full time and work from office.

Responsibilities:

• Planning and Forecasting - Produces volume and staffing forecasts for GBS operations to ensure service targets are achieved
• Transformation and Work Migration - Develops project plans and monitors plans to ensure projects are completed on time and on budget
• Process Analysis – Conducts time studies and performs work measurements to identify process gaps and process improvement opportunities
• Business Planning, Peak Planning - Responsible for planning contact volume and productivity that supports the development of the operation’s Business Plan
• People Development – Identifies and develops individual and team development plans

Qualifications:

• Experience with Customer Service and Call Center operations
• Strong analytical and decision-making skills
• Intermediate to advanced knowledge of Microsoft Office Products, such as Excel (including Power Pivot and Power Query) and Access
• Intermediate to advanced knowledge of SQL, VBA, Python
• Experience analyzing financial data (e.g., cost-per-contact, administrative cost-per-hour, etc.)
• Experience using machine learning models
• Bachelor’s or master’s degree, preferably in Engineering, Math or Computer Science

Employee Type:

Permanent

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