Contact Center Process Transformation | 10 to 12 years | Bengaluru & Noida

Job Description

  • 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.

Primary Skill

  • 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

Secondary Skill

  • 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

Ref:

900314

Posted on:

August 9, 2021

Experience level:

Experienced

Contract type:

Permanent

Location:

Bangalore

Department:

Financial Services