Position Summary:

Spectranet is looking to hire process oriented individual with zeal and enthusiasm to design requirements, deliver and drive adoption of both internal and external customers towards Technology Contact Enablement for Self-service channels - IVR, SCP, etc. and other customer experiencing enhancing applications /tools.

Key Responsibilities:

Create a vastly improved and streamlined customer experience by integrating existing people, processes and technology to strategically develop and deploy proactive rather than reactive technology initiatives.

Stay ahead of the customer by understanding what's innovative and coming down the pipeline in the self-service industry and implement the same.

Differentiate existing self-service platforms from the competition through customer feedback analysis and other vital business intelligence and data analysis.

Adoption of new tools and applications across Customer interfacing channels in the organization.

Adoption of self-service channels like IVR, Self-service portal etc. by customers - channel shift .

Continuous self-service channels enhancement basis customer needs leading to cost optimization.

Drive automations and new technology for customer services giving customer consistent experience.

Will be responsible to achieve NPS and customer satisfaction as per set targets for self-service channels.

POSITION REQUIREMENTS

Level of Education

1. Graduate/Post Graduate

Experience

The candidate should possess and demonstrate the following:

1. Should have at least 8-10 experience in Telecom/ISP/Banking /E-commerce sector.

2. Should have minimum 2-3 years exposure to self-service tools / applications / IVR,etc.

3. Has exposure and have implemented automations to reduce calls/interactions or improve customer experience.

Desired Behaviours & Alignment

1. Process Management & Improvement

2. People management (Internal & External)

3. Data Analytical Skills

4. Ability to identify unstated customer need basis data analysis and customer VOC.

5. Strong inter-personal skills for cross-functional interactions.

6. Ability to understand technology trends

7. Customer and Business orientation

8. Strong planning and project execution skills

9. Should have experience on Excel, Power Point .

Spectranet Values

The following are values that Spectranet expects in its talent - new or existing.

1. Talent

2. Ownership

3. Amazing

4. Customer Delight

5. Urgency

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