Head - Information Technology

Roles & Responsibilities

- Lead and manage domestic and international Contact Centre Technology Operations

- Make clear, simple, and technically superior design decisions that increase Call Center agent's productivity.

- Collaborate with peer group to identify and highlight best practices in support through continuous assessment and elevate process and product recommendations to senior leadership teams

- Provide oversight and direction of the Contact Center to achieve established service standards including hold time, abandonment rate, agent occupancy, and customer satisfaction

- Develop, implement, maintain processes and procedures for effective delivery of services and compliance with regulatory guidance across all Customer touch points

- Manage the entire contact center infrastructure and applications including on premise as well as cloud based and ensure all the contact channels like Phone, WhatsApp, SMS, and Email are up and running always.

- Responsible to design policy for Vendors to ensure they adhere to agreed SLA.

- Should have good hold on the governance of PRI lines, Toll Free numbers, TRAI Telemarketing regulations

- Operational management responsibilities include review of daily, weekly and monthly reports / logs and taking action on any findings. Continual review of business practices and policy to ensure in alignment with current needs and requirements

Skills requirements

- Experience in the similar role with proven track record of technical performance.

- Knowledge of Call routing Structure, PRI lines, IVR, ACD and Dialer is mandatory, Creating Instances, deploying integrations of Apps with CRM applications would be an added advantage

- Excellent knowledge of all aspects of IT Infrastructure and CRM integration with Dialer

- In-depth knowledge of Microsoft operating systems and Office applications

- Strong leadership skills with an ability to partner with vendors.

- Ability to conduct research into voice networking issues and products as required

- Project management experience