Group Manager - Solution - Telecom/Travel/Utilities/Retail/BFS Domain - BPO

Location : Vikroli, Gurgaon & Pune

- Build customized contact center solutions for new and existing client engagements. This will entail creating compelling value proposition for the clients, developing migration and implementation solution, providing inputs to effectively price service provision.

- Good understanding of contact center technologies for voice, email and chat, ability to build contact center Industry specific operational solution customized for an Opportunity. Excellent writing skills and deep knowledge of contact center practices enabling operations. Good understanding of contact center automation and self-serve strategies, exposure to building Digital/Multi channel/Omni-channel solutions. Ability to conceptualize and lead the solution thinking and build a technology enable transformational solution.

- Conduct extensive industry research gather domain expertise for effective solution

- Will create solutions based on the client / industry specific problem or challenges, experience in either Telecom, Utilities, Retail, Travel will be preferred

- Extensive interaction with sales, business users, senior management and IT

- Understanding and analyzing the existing processes to determine - Futuristic solutions / process improvement initiatives

- Ensure timely drafting and delivery of solutions and bids, Excellent writing skills to respond to RFI/RFP questions

- Travel to geos to present solutions and propositions and discovery sessions

- Develop new CC partnerships with CC companies

Skills :

- Contact center domain Expertise

- Knowledge of Contact center delivery in Manila, Latam, US, Europe and India

- Industry experience in either of the following - Telecom, Travel, Utilities, Retail, BFS

- Solutioning experience

- Analytical thinking

- Project Management

- Proficient in MS Office Applications usage

- Excellent oral and written English Communication

- Thorough Operations experience preferred

- Understanding of Financial basics

- Some understanding of Technology

- Leadership skills (incl. change management / influencing skills)

- High Energy Levels, enthusiastic by nature.

- Ability to work under pressure and stiff timelines

- Drive creativity and analytical behavior in team

Naainna
9970180000