Group Manager Solution Telecom Travel Utilities Retail BFS Domain BPO

  • 6-10 yrs
  • Not Disclosed

Job Description

Location Vikroli, Gurgaon & Pune

Build customized contact center solutions for new and existing client engagements. This will entail creating compelling value proposition for the clients, developing migration and implementation solution, providing inputs to effectively price service provision.

Good understanding of contact center technologies for voice, email and chat, ability to build contact center Industry specific operational solution customized for an Opportunity. Excellent writing skills and deep knowledge of contact center practices enabling operations. Good understanding of contact center automation and self serve strategies, exposure to building Digital Multi channel Omni channel solutions. Ability to conceptualize and lead the solution thinking and build a technology enable transformational solution.

Conduct extensive industry research gather domain expertise for effective solution

Will create solutions based on the client industry specific problem or challenges, experience in either Telecom, Utilities, Retail, Travel will be preferred

Extensive interaction with sales, business users, senior management and IT

Understanding and analyzing the existing processes to determine Futuristic solutions process improvement initiatives

Ensure timely drafting and delivery of solutions and bids, Excellent writing skills to respond to RFI RFP questions

Travel to geos to present solutions and propositions and discovery sessions

Develop new CC partnerships with CC companies


Contact center domain Expertise

Knowledge of Contact center delivery in Manila, Latam, US, Europe and India

Industry experience in either of the following Telecom, Travel, Utilities, Retail, BFS

Solutioning experience

Analytical thinking

Project Management

Proficient in MS Office Applications usage

Excellent oral and written English Communication

Thorough Operations experience preferred

Understanding of Financial basics

Some understanding of Technology

Leadership skills (incl. change management influencing skills)

High Energy Levels, enthusiastic by nature.

Ability to work under pressure and stiff timelines

Drive creativity and analytical behavior in team