Specialist- Contact Centre Technology

Job Description

To lead project handling of the Contact Center by raising IT requirements, designing new processes and features within the CRM and IVR channel. Provide efficient solutions to increase productivity, First Call Resolution, and Net Promoter Score. Manage service migration to self-service channels and enable automation to tasks and processes, thus improving team productivity and reducing human errors.

As an IVR Channel Owner, one needs to have an astute knowledge of the working dynamics of IVR technologies and ensure the self-service proposition meets the demands of the Contact Center business by employing new strategies and solutions that increase digital migration. Be the first line of support for all Avaya and telecom-related issues and work with respective IT stakeholders to ensure smooth functioning of Contact Center telephony apparatus.

Supervise work assigned to the team and ensure that all work within a specific area of activity is carried out efficiently, consistent with operating procedures and policy. Lead the team in identifying potential areas of improvement and opportunities to streamline tasks by introducing system automation to increase operational efficiency.

Enable STP processes for service handling to reduce fulfillment timeliness for enhanced customer experience. Have an in-depth understanding of contact center requirements and work closely with the operations team to formalize and author Project BRDs and improvement requirements, effectively managing and improving the technology offering at the contact center.

Review and sign off the Functional Service Document (FSD) and Technical Solution Architectures for BRDs raised, ensuring a successful end-to-end implementation. Efficiently plan and execute UAT with close coordination with IT partners to ensure a successful implementation of technology solutions.

Monitor technology implementations post Go LIVE to ensure smooth production roll-out on project requirements and change requests. Monitor daily transactions performed over the channels and their reconciliation and fulfillment with service providers. Supervise and ensure channel-related customer complaints and service requests are completed within TAT specified.

Monitor and execute fulfillment requirements as agreed with SLA laid down by customer experience with agreed service standards. Monitor all Contact Center applications and perform daily checks for issues, working with IT stakeholders to resolve issues and avoid large-scale customer impact. Perform daily checks on all Contact Center IVR lines to ensure all services are functioning optimally.

Work towards migrating services from human-assisted to AI-based Virtual Agent self-service. Check for any Avaya Systems/extension-related issues and be the first line of support to address and fix any issues with Soft Phones/Hard Phones by liaising with IT support teams. Monitor UAT test execution cases and plan for change requests and resolutions closely with the IT department for fulfillment.

Enhance Customer Relationship Management (CRM) solutions for the Bank. Supervise the team on productivity standards, quality assurance, and meet turnaround time. Review Standard Operational Procedures (SOPs) prepared by the team. Prepare MIS, meet performance standards, and overall team achievements.

Establish relationships with clients and senior management, working closely and cordially across all departments. Monitor proof of GL Internal accounts and supervise internal service provider accounts. Ensure the team manages broadcast SMS and emails for the Bank and takes ownership in coordination with the marketing department.

Desired Candidate Profile

Minimum Bachelor's degree, commercial and technical qualifications, and experience required for performing the full duties of the job. Graduate with 2 years of experience within the customer service industry. General banking experience with sound operational understanding is mandatory.

Understanding of Contact Centre technology, such as IVR and web, and workflow management software. Business experience in Call Centre, IVR, CRM, internet, and mobile banking. Familiarity with MS Office, advanced Excel, and strong analytical skills with good number crunching and analysis.

Company Industry

• Banking
• Broking

Department / Functional Area

• Maintenance
• Operations