AGM/DGM/GM - Contact Centre Technology Governance - Telecom IT

Important Message - Candidates are requested to read the JD in detail, appropriately understand the skill set required and then only apply.

You are required to apply only if

- You can join immediately / in a month's time (org. is ok to buyout the notice period)

- Your current compensation is in the range of 30 lpa to 45 lpa

- You are comfortable working 6 days a week

- You are ok to relocate to Navi Mumbai/Mumbai

About InnoQuest :

InnoQuest Consulting is a Talent search & Consulting firm comprising a Core team of seasoned Talent Acquisition professionals with experience across diverse industries ranging from IT, ITeS, Banking & Financial Services and Telecom.

About Our Client:

Our client is one of India's largest Telecommunications company. The company has established a pan-India, next generation, integrated (wireless and wire line), convergent (voice, data and video) digital network that is capable of supporting best-of-class services spanning the entire value chain, covering over 6000 towns and 3,00,000 villages. Owns and operates World's largest next generation IP enabled connectivity infrastructure, comprising over 150,000 kilometers of fiber optic cable systems in India, USA, Europe, Middle East and the Asia Pacific region.

Role - AGM/DGM/GM, Contact Center Technology Governance

Line of Business - IT

Reports to - HOD, Contact Center Technology

Primary Responsibility - MSP Performance Management

Qualification Required - BE / BTech graduate with 12 to 15 yrs of relevant experience

Job Description

MSP Performance Management

- Meeting SLAs of all Technology deliverables and adherence of SOW by MSP

- Technology up keep and refresh as per agreed terms between MSP and RCOM for Hosted contact center architecture components like IVR, ACD, PD, Logger,

- Periodic audit and compliance of Preventive & Break down Maintenance activities

- Periodic reviews of MSP and ensuring availability of skilled resources at MSP side on 24X7 basis.

- Contingency and performance drills

- Verification of MSP performance and certification

- Ensuring MSP follows Service, performance and process improvement plans.

- compliance of IT & Security policies along with access policies as per RCOM guide lines.

- Work closely with CSD / Business customer care teams to enhance customer experience.

Project / Program Management & Execution

- New service/access code launch with respect to Contact Center.

- Network resources from the network service provider and completion of rollout, new services as per Business goals.

- Ensuring regulatory compliance with respect to OSP registration, Access codes, routing of calls, network architecture for Contact Center.

- Access network performance monitoring and enhancement

- New Service Partner Launch

Daily Checks:

- Performance reports review,

- Error log reports,

- Issue Log,

- SR/CR and BR updates and reviews.

Weekly & Monthly Checks:

- Solution performance and optimization,

- Resource utilization and updates.

- Preventive maintenance schedule adherence.

- Planned event coordination,

- Network connectivity performance and SLA.

- Business requirement analysis,

- Regulatory adherence.

- Franchisee Up time/down time clearance.

- Core and FCC Technology audits etc.,

Weekly & Monthly reviews:

- Performance and SLA measurement

KNOWLEDGE

- Telecom

- Contact Center/ BPO technology

- Enterprise NW knowhow

- Data & Voice circuit functionality

- Wireless / wire line products

TECHNICAL SKILLS

- Switching

- ISDN PRI, VoIP/ SIP

- Data base

ATTRIBUTES / CAPABILITIES

- Good Coordination and Communication skills

- Achievement orientation, Customer Focus

- Self Driven Personality

Ravi