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| Job Location | Kakinada |
| Education | Not Mentioned |
| Salary | Not Disclosed |
| Industry | Recruitment Services |
| Functional Area | Operations Management / Process Analysis,Sales / BD |
| EmploymentType | Full-time |
Roles and ResponsibilitiesCustomer Operations is looking for a Systems and Solutions Head and CX enthusiast to be part of the Strategy and CX team . As the Systems and Solutions Head, you will work proactively with cross functional teams and with external partner teams to leverage technology-based solutions that improve cost to serve, revenue and customer experience for business.The role would require Subject Matter Expertise in managing:1. Inbound Contact Centre Technology (CCT), Voice and Non-voice: IVR*. ACD, CTI, Chat, Email.*experience at designing efficient IVR user journeys & improving IVR self-service adoption is critical2. Outbound Contact Centre Technology (CCT): Dialer, Voice blast, Campaign Management etc.3. CRM Design: Lead CRM simplification and efficacy improvement projects, routine change management scoping, solutions evaluation with IT and vendors, conduct user acceptance testing and successful production movement.4. New-age / Digital platforms for service like: Website or mobile app-based self-care, BOTs (voice, non-voice), WhatsApp, Facebook, Twitter, Missed Call Alert based information/ request provisioning5. Support Systems (internal facing) like: Knowledge Management Portal, Learning Management Portal, Business Intelligence systems (SQL, QlikView, Tableau etc.)You will be good at leveraging data analytics to draw actionable insights and solve business problem statement and aid appropriate solutions designs.You will be able to work well with diverse group of people and manage a large team of Subject Matter Experts within the unit.Your unit will support all transformational and change management initiatives that have a dependency on technology or systems front. You / your unit will be the techno-functional bridge between business and IT team that defines new business requirements or change requests, then evaluates apt solutions, owns the user acceptance testing, sees the solution through a seamless production deployment, post production support and solution adoption thereof.Key Role Objectives:1. Drive cost to serve reduction by improving IVR, CRM and digital self-service channels efficacyMeasure of Success: Calls per subscriber (measured as ratio of active base) reduction against the baseline.2. Drive positive NPS for the core / alternate customer service channelsMeasure of Success: Percentage Improvement in NPS scores against the baseline.,
Keyskills :
salesnew businessaccountssubject matter expertisepost productionbankingchange managementchange requestssubject matter expertsuser acceptanceuser acceptance testingproduction supporttattechno functionalsupport systemscustomer servicedata an