Job Category: IT Contact Center Deliveries
Job Type: Full Time
Job Location: Mumbai
Company Name: One of the Leading Bank
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Client :- One Of The Leading Bank
Role :- Lead – IT Contact Center Deliveries
Posting :- Mumbai
Grade :- Upto DVP
| Position | Lead – IT Contact Center Deliveries |
| Reporting to | Head Technology Infrastructure |
| Location | Mumbai |
| Job Purpose | This role is accountable and responsible for managing the contact center deliveries and project management for new enhancements and change requests in the IVR platform. |
| Primary Responsibilities | • Project Management & accountable for the Service Level Management and KPI’s agreed with internal customers. •Participate Services reviews & escalations. • Ensure the platform is monitored and tunned to deliver 100% uptimes. • Liaison with Vendor support and Internal development Teams for timely deliveries. • Service Request Tickets understanding and approvals for change administration. • Ensure regular Governance for contact center deliverables. • Works as SPOC between IT and business. • Major IVR platform Projects review. • Perform regular Contact Center Infra capacity review. • Work with other infra teams to ensure patch compliance. • Change Request POA review and administration • Telecom lines services review and escalation handling during PRI outage • Ensure documentations like SOP’s, Architecture diagrams for the platform is updated. • Manage Internal and External audits. • Bring in automation to reduce repetitive tasks. |
| Pre-Requisites | • A passion for High-Class Service Delivery & excellent class Customer Experience • Previous experience as a Team Lead or demonstrable experience in leading virtual teams of Disaster Recovery • Excellent leadership and people management skills • Excellent written and verbal communication skills • Excellent internal customer facing/internal customer service skills • Able to work under pressure and meet deadlines • Able to demonstrate a high degree of flexibility including shift and out of hours working • Excellent organizational skills • Self-motivation and able to take responsibility • Able to manage and prioritize tasks in an efficient manner. • Able to demonstrate initiative and a proactive approach to daily tasks |
| Years of Experience | Essential requirement: 10 – 15 years |
| Qualification | BE/Btech/Graduation |
| Certifications | 1. Technical certifications if any will be preferred. |
| 2.Project management certification would be an added advantage. |
For Management 2000 Placements & Recruitments Pvt., Ltd.,
Kalpana Jha
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kalpana@careerzodiac.com
9328509360
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