Head - Contact Management - BPO/Banking Captive

Title- Head Contact Management

Exp- 11-18 Yrs

Loc- Kolkata

Industry - BPO / Banking Captives

- An excellent understanding of the latest technology available in the contact world, including digital, IVR, and Inbound/Outbound.

- Should have excellent experience in Voice Analytics, Dialer Analytics. Should be from Strategic Planning of contact center.

- A sound working knowledge of Workforce Management.

- The role holder will be technical in nature, and this experience will assist the delivery, and building of Contract Strategies across many contact channels to leverage increased customer interaction.

- Role holder must have the strong ability to understand the fluidity of the individual stakeholder needs, and ensure that commensurate focus is placed on the correct contact strategy and channel used is employed to ensure that contact is maximized. To include how to leverage the systems based on different IT, regulatory, compliance, resource limitations and business continuity challenges.

The individual in this position must have strong technical background in contact management related technologies including but not limited to outbound dialler, digital, workforce optimization, inbound/IVR, omni-channel desktop, speech, voice of the customer (VOC) and analytics knowledge reporting, machine learning and artificial intelligence (AI).

Interested candidates may share their profiles 

Madhu
9871204458