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22/12 Rashmie Gupta
Senior Associate HR at Scaleneworks People Solutions LLP deployed in SBI Cards

Views:939 Applications:66 Rec. Actions:Recruiter Actions:21

AVP - Project Management - BFS (12-20 yrs)

Gurgaon/Gurugram Job Code: 875512

Role is responsible for overall Contact Centre Management for driving projects delivery for Voice Bot and Speech analytics platforms and also manages 24 X 7 operations support vertical for Work force Optimization, Voice Bot and Speech Analytics platforms.

Internal Description :

- Role is responsible for Implementation of Voice Bot and Speech analytics platforms for SBI Card

- Work with business function stakeholders on initiatives in Workforce optimization platforms (Workforce Management, Performance Management, Quality Management) areas and work with development partners to implement new features and functionalities

- Required to learn credit card business processes to better understand requirement and provide technology solution to meet the same

- Collaborate with cross-functional areas (Customer Services, IT partners, et al) and third-party vendors throughout project definition and execution

- Mentor development teams on design and implementation of solutions & conduct reviews to ensure high quality deliverables in line with expectations

- Prepare for engagement reviews & able to present to executive leadership

- Responsible to manage support and service delivery for Workforce optimization, Voice Bot and speech analytics platforms deployed in SBI Card

- Maintain high performing service support functions including IT Service Desk

- Able to keep SBI Card Workforce optimization, Voice Bot and speech analytics platforms abreast with latest industry standards through benchmarking exercises

- Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner

- Expert knowledge of ITIL disciplines. Hands-On experience in implementing ITIL based best practices in support functions

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

Women-friendly workplace:

Maternity and Paternity Benefits

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