Contact Center Process Transformation | 10 to 12 years | Bengaluru & Noida
- Should have worked in solutioning for contact centre for third party.
- Exceptional customer management & Employee/Customer query resolution skills
- Cross domain experience includes Insurance & Financial Services, Manufacturing, Media & Entertainment and Technology based companies.
- Experience in handling different kinds of Contact Center process like inbound, outbound, sales & marketing campaigns, handling employee queries, customer support desk
- Experience in working on leading service desk platforms like ServiceNow, Zendesk, Jira etc.
- Experience in working on integrated contact center environment consisting of technology for Delivery & Service Management, WFM, Learning, Reporting & Analytics and Quality.
- Process Improvement including methodologies such as Lean; Six Sigma.
- Flexible to work in shift (If required only) – 24/7/365 availability, including willingness to work on weekends, and outside of the “standard” work day.
- Work closely with Capgemini’s teams like Knowledge Management, Quality Assurance, Learning, Workforce Management (WFM) and Reporting & Analytics to holistically help clients realise their outsourcing objectives.
- Working with sales teams to develop and deliver solutions by responding to client RFI/RFP
- Should have done commercial modelling and Sizing
- Assisting the client organisation in rebalancing their workforce size and skill set in line with changing business demands
August 9, 2021