Lead - Customer Services - Telecom - 4G

Below is the job spec for Lead - Customer Services - Telecom.

To be responsible for design and delivery of Customer Service Delivery Systems (CTI, Inbound/outbound call center soltuions, Customer Interaction Mgmt.) and Home Care Systems (Work Force Mgmt., Work Order Mgmt./Optimization, Roster Mgmt.)

Responsible for End to end design and delivery for Telecom Customer Service Delivery and Home Care Systems

To mentor and lead a team of Project Manager and Track Lead

To define, plan and deliver the end to end Customer Service Delivery Systems (CTI, Inbound/outbound call center soltuions, Customer Interaction Mgmt.) and Home Care Systems (Work Force Mgmt., Work Order Mgmt./Optimization, Roster Mgmt.) implementation

To recruit and mentor design and delivery team

To identify and provide resolutions for technical/resource/project issues across different delivery tracks.

To ensure smooth inter-working with design and testing groups.

Act as the single point of escalation for all issues related to delivery

To implement delivery best practices and program wide mandates

To work with central PMO to ensure time-bound and quality deliveries

One full cycle implementation experience in Call Center Solution in Telecom Sector

3 to 4 years experience in Telecom IT Projects related to Call Center & Customer Support with good understanding of the Telecom Domain ( especially Customer related Processes/Systems)and Exposure to Technical Delivery

2 to 3 years of Project Lead or Project Management exp.

8 to 10 years of overall experience in the IT Projects area

Priyanka