Recruitment Specialist at Rekrut India
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Associate Vice President - IVR & Chatbot Implementation - BFSI (8-15 yrs)
Associate Vice President- IVR & Chatbot Implementation
Role overview: Lead digital transformations project using IVR, chatbots, and related products through extensive stakeholder and vendor management. Lead a team of people owning these products.
Job description:
- Understanding the customer service landscape in services company, preferably BFSI
- Translating the functional requirements into product roadmap
- Lead the product and implementation team of IVR and chatbot experts
- Plan and strategize projects on bot and IVR to achieve business outcomes of reducing volumes at contact center and improve customer experience
- Oversee and manage end-to-end implementation of transformation projects on IVR & Bot
- Drive internal integration of the chatbot and IVR with Salesforce
- Work with internal product owners to ensure the service products are implemented for all product offerings
- Liaise and work closely with internal teams and vendors to ensure uptime and issues mitigation of bot and IVR applications
Skills needed:
- Understanding of customer service nuances
- Experience of transforming customer service by using SaaS applications
- Understanding of IVR and Chatbot product (techno-functional skillset)
- Prior experience of setting up chatbot (preferred)
- Ability to work with multiple internal stakeholders and cross functional teams to influence quicker decisions and mitigate roadblocks
- Vendor management
- Project management
- Knowledge of and manage project lifecycle
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