AGM – Service Operations (IVR and Self Service Lead)

Technology/ IOT/Cloud
Mumbai, IN
February 21, 2023

Job Overview

  • Date Posted
    February 21, 2023
  • Location
    Mumbai, IN
  • Expiration date
    --

Job Description

About: 


Role Title

IVR and Self Service Lead

Position No

 

Function

Customer Service

Sub Function/ Vertical/ Department

Service Partner Operation

Band

M2

Reports to Role (Position No)

Head – Contact Center Technology Operation

Location

Corporate, Mumbai

Date of last update/approval

05/10/2021

 

 

  1. Organisation Structure

 

Add/removes roles as required to capture the Organisation structure accurately

 

  1. Job Purpose (In one or two sentences)

Position will be responsible to manage the National IVR and other self-service applications Pan-India

 

Drive business KPI though self-service channels. Ensure best in class service and experience to customers through consistent high performance and uptime of the application. Analyze industry best practices

 

Lead related business projects & IT migrations. Stakeholder management within corporate and clusters.

 

 

  1. Key Accountabilities / Key Result Areas (Max 5)
  • Drive Digital penetration by promoting/diverging and educating the customers through IVR channel
  • IVR take rate – Incident management, Issue resolution
  • Compliance to National Dial Plan – Wrong DNIS, call failures, wrong routing, QOS etc
  • Enhancements, New functionality, Projects
  • Effective partner and vendor management. Constant engagement with all internal and cross functional stakeholders

 

 

  1. Core Competencies, Knowledge, Experience, Technical / Professional Qualifications (Max 5)
  • Customer Service Operation
  • Understanding of CS systems, processes and self-service applications like IVR
  • Analytical bend of mind. Capability to identify unique customer behavior from large amount of data
  • Project Management – (preferably in Telecom/BPO)
  • People Management skills – communication and inter-personal skills
  • Graduate. Preferably MBA with 8-10 years of total work ex(2-3 years of relevant experience)

 

  1. Key Performance Indicators (Max 5)
  • Project delivery
  • Operation support & incident management
  • Process Correction/Enhancements/Recommendation
  • Revenue generation or cost reduction though automation
  • TNPS

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