Role purpose:
To manage key KPI's of both Contact Centres and Risk management for delivering
results basis on defined outcomes and manage operational costs by leveraging
efficiency.
Key accountabilities and decision ownership
Strategy & planning:
* Stakeholder Management-CS and sales teams for all the contact management Services.
* Managing all KPIs for IVR, Call centre applications, Risk application, web site and point of sales.
* Manage cost of operations within defined budgets and functionalities for cost reduction.
* Manage automations and system enhancements for increased efficiency
* Developing operational strategies for all aspects of the CIM to ensure the most effective approach for the company and its products.
* Responsible for the successful implementation of all elements of CIM systems, including managing changes, recover outages and monitoring to bring services in on-time and on-budget.
Core competencies, knowledge and experience:
* Prior Customer Interaction (CRM and Charging) experience essential at middle/senior management role.
* Overall knowledge about Hiring / Training / Quality methodologies / Work force management (Rostering and Scheduling & Forecasting ) / Handling Operations.
* Prior exposure to technical troubleshooting domain and good to have knowledge in different Customer Interaction technologies.
* Good analytical and presentation skills.
* Ability to work in rapidly changing business environment and evaluation of P&L of business services.
Core competencies, knowledge and experience:
* Prior Customer Interaction (CRM and Charging) experience essential at middle/senior management role.
* Overall knowledge about Hiring / Training / Quality methodologies / Work force management (Rostering and Scheduling & Forecasting ) / Handling Operations.
* Prior exposure to technical troubleshooting domain and good to have knowledge in different Customer Interaction technologies.
* Good analytical and presentation skills.
* Ability to work in rapidly changing business environment and evaluation of P&L of business services.
Must have technical / professional qualifications:
* 3-5 years' experience managing an IT operation.
* Substantial exposure to data processing, hardware platforms, enterprise software applications, and outsourced systems.
* Good understanding of computer systems characteristics, features, and integration capabilities.
* Experience with systems/service design and development from business requirements analysis through to day-to-day management.
* Understanding of the organization's goals and objectives.
* Demonstrated ability to apply IT in solving business problems.
* Knowledge of applicable laws and regulations as they relate to IT.
* Ability to set and manage priorities judiciously
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