MINIMUM YEARS OF EXPERIENCE: Minimum 5 years of experience in BPO or related areas as business analysts or equivalent.
KNOWLEDGE : Should be proficient in the use of Microsoft Excel / Visio/ Project / Powerpoint, & business process documentation tools.
Sound understanding of the BPO landscape.
Experience in requirements gathering & documentation, functional specification documentation and use of case documentation.
Experience with working in BPO organizations understanding the priorities and nature of the services provided.
Experienced with the lifecycle in an PMP / Prince2 environment, desirably with experience also of traditional structured programmes
Knowledgeable about the latest in BPO solutions and who’s doing what, and full of ideas about how the best in BPO can be achieved
Should have played customer-facing role in either operations or technology groups
Experience with solution consulting, devising solutions, or domain consulting will be considered very favorably
Ability to work in a productive and cooperative way with a variety of people ranging from individual contributors to BU heads to other executives
Strong written and communication skills and experience communicating effectively
Adaptability, including the ability to work with ambiguity
Core competencies required for the position: (Behavioral as per Org.competency framework)
Planning: Demonstrates clear planning skills. Translates business objectives into functional activities. Sets goals and processes and organizes resources to ensure that the desired results are met
Team Leading:Generates enthusiasm among team members.Proactively seeks opportunities to serve in leadership roles.Manages the process of innovative change
Analytical thinking : Makes constructive use of the information at his disposal. Is sensitive to the business environment and evaluates Organization possibilities in terms of products/ processes/ services/ systems.
Initiative and Commitment to Achieve : Is proactive and self starting; Seizes opportunities, originates action and actively influences them. Demonstrates a willingness to excel against all odds
Quality and Improvement orientation :Is proactive in ensuring that learning is shared and that quality and other key matrices are improved upon.
Learn-ability :Understands technical and professional aspects of work and updates knowledge continuously.
Decision-Making: Proactively seeks and accurately evaluates the available data. Anticipates outcomes and implications. Chooses the optimal solutions from all those available and implements the necessary actions in a timely manner.
People Management:Facilitates effective team interaction.Acknowledges and appreciates each team member’s contributions
Customer Focus:Develops relationships with client personnel that foster client ties.Communicates effectively with clients to identify needs and evaluate alternative business solutions with project management.Continually seeks opportunities to increase customer satisfaction and deepen client relationships.Manages client expectations effectively.
Resilience :Maintains effective work behavior in the face of pressure. Successfully adapts to changing demands and conditions.
Communication : Produces clear and effective documentation and communication. Is able to make accurate interpretations of complex material.