Job Description:

- Help business evaluate & devise strategies aimed at improving customer satisfaction and facilitate efficient use of organisational resources - Regularly evaluate systems design and processes for opportunities to optimise cost or improve experience

- Leverage 3 key organisational levers - People, Processes and Technology to achieve desired outcomes for business . Develop proposals to revise standard operating procedures, work flows etc. to address defined business problem statement . Complete budgeting & ROI ownership for projects undertaken - Define. Measures of success or qualifying criteria for each project

- Help business implement approved recommendations, stabilise through beta phase, report performance and complete all necessary documentation and sign offs

- Identify key stakeholders from business and keep them updated throughout the project lifecycle for their respective areas.

The role extensively leverages following key Systems to drive improvements, upgrades and user adoption for business end to end along with BAU change management.

CCT Suite for Voice & Non-voice Platforms: IVR (Voice recognition), ACD, CTI, Dialer, Chat engine and email - New age systems: Chat / email BOTs, Voice BOTs

Digital: Website Self-care, Mobile App, Missed Call & SMS Integration, Social Media & Web Analytics - CRM (Siebel): UI/UX Design, Work flows & Testing

Quality Systems: Voice logger, Speech Analytics, CSAT/ NPS mechanism

Learning and Development Systems: Knowledge & Learning Management Portals

Business Analytics systems

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