India Job Openings

Pegasus Consulting

Contact Centre Operations Lead

Mumbai

FULL TIME

September 15, 2024

Our client, an IT/Telecom major with offices all over India and abroad, is seeking a Contact Center Technology Leader with the following roles and responsibilities
1. Technical
  • Expert Level knowledge in operating, designing and troubleshooting Cisco’s Contact Center Enterprise Systems
  • Channel Experience across Cisco Technologies
  • Clear understanding of the business functions and sensitivity of service availability for the business
  • Hands on ability to troubleshoot system components and configure end to end components across CCE.
  • Hands on experience with writing SQL Queries
  • Drive RCA for all critical and recurring issues including cross vendor.
2. Business Management
  • Coordinate with business unit leads to capture new or complex requirements
  • Customer Relationship Management
  • Assist in preparing a project plan
  • Co-owner for SLAs and Change Management and owner for RCAs
  • CSAT and Customer Delight Owners
  • Business Renewal and New Business contribution
3. Operations
Co-owner for OEM / Other Incident and Escalation
  • Identify Automation, Technology and Operations Excellence Opportunities
  • Prepare and Define MOPs. Identify Gaps in Local or Geo-HA and work with customer to remedy them.
  • Ensuring Industry, OEM and customer baselines are adhered to on a continuous basis
Mandatory Experience: Minimum 5 Years hands-on experience in Cisco Contact Center Enterprise Solutions
Technology: Large Scale Cisco Contact Center Operations including Inbound Voice, Outbound Voice,
Multi channel, Call Recording, WFM, Campaign Management, Digital Channels
Job Type: Full-time
Pay: ₹2,000,000.00 - ₹2,100,000.00 per year
Experience:
  • relevant: 8 years (Preferred)
Work Location: In person
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