The person would be responsible to technically lead contact centre process definition initiatives.
Able to conduct impact analysis for customer service process changes, lead and drive at operational levels. Responsibility for the robustness of the process solution being designed and its consistent and smooth deployment.
Create and manage reports required by the management in relation to the operations of the contact centres
Examine, analyze and give inputs on the reports given by system
Interface between vendor and management of any/all technical issues related to contact centre operations.
Desired Profile of the candidate
Mandatory to have expertise in handling AVAYA, IVRS/ ACD Systems.
Minimum 5-7 years of experience in customer service operation experience
2+ years of experience in leading process initiatives and implementations
Bachelors degree in Computer Science / B.Tech / B.E required (advance degree preferred). Having MBA would be an added advantage
Should process good knowledge or hands on experience is plus on process definition, estimation, project planning and monitoring , Risk Management , Process Tailoring, Metrics, PCBR, Audits, gap analysis, Planning, coordinating and implementing process improvement initiatives
Proven ability to manage reporting and analysis
Experience of working with in house or 3rd party Knowledge Management or CRM System
Candidates should have lead total work experience of at least 5+ years with 3+ years of experience and good functional knowledge in CRM MS Dynamics (MANDATORY)