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Job Purpose
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To manage E2E operations of in scoped applications for ensuring service availability and business continuity.
Managing following Applications PAN India for both brands.
- Call Center IT SPOC – IB & OBD – PAN India
- TMS – token Management System at Vi stores – 500+
- Vsearch – Online Business Process Knowledge repository – 10000+Agents.
Inbound, outbound, back office Retail & Enterprise CS users
- MSDP View – Frontend to CRM Agents for the SMS to Customers
- GAD Outbound Dialer – Outbound ACD, Dialer used for Retention & Upselling Activities
- Genesys Email Center – inbound email desk for Enterprise & Retail Customer care functions.
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Key Result Areas/Accountabilities
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- Ensuring Monitoring & high availability of critical business services (inbound IVR & CTI for call Center, Call Center Reporting & Recording Services) cut across multiple applications and being managed by different support partners
- Application Maintenance – as per ITIL governance
- Incidents, Requests, Configurations & Change Management
- Capacity, High Availability, performance & Backup Management
- Access, Security & Privacy Controls adherence
- Periodic application & support infra upgrades to latest versions
- Application KPI & SLA compliance Tracking & Monitoring on availability, performance, productivity, Severity TAT compliance, RCA, RAD reviews, timely CAPA closures etc…
- Coordination with IT partners, Interface applications teams, Infra, Development & Demand team
- Support Security & Compliance teams on Privacy, Vulnerability, User Access Management & Process audits
- Review All CRs, Demands being deployed and ensure error-free first time right deployment.
- Periodic review of the operations Processes, Troubleshooting guides & introduce automation for error-free delivery & minimum service interruptions.
- Liaise with customer groups and other IT functions to optimize user support. Ensure close collaboration with appropriate system owners and key stakeholders in business.
- Conduct periodic Call centers audits covering Infrastructure, Monitoring, Connectivity, Security Compliance, Process, General Site health & BCP Capability.
- Ensuring timely availability of various operational dashboards/reports for senior management.
- Implement & monitor governance framework across partners for smooth operations Review with Team on critical issues on a daily basis and take actions for escalated issues
- Call Center IT SPOC – Inbound –The role requires extensive cross team coordination across multiple teams from MSC, Central & Cluster CS team, Circle & Central IT teams, IT network & Technology teams, OSCC partner IT & Business team on 24×7 basis for 24×7 support for 25 call Centers of Pan India circles
- Inbound call centers support prepaid, postpaid, Tele-verification, Dealer helpline & enterprise call Centers of approx. 3500 seats.
- Outbound call centers support multiple business campaigns from CS, C&C and marketing team for Retention, Customer Retention, upselling, Collection business process of approx. 800 seats.
- Driving Outsourced Call Center partner KPI performance
- Call Center uptime
- Application performance & Availability
- Call Center Connectivity high availability, Capacity & Performance tracking
- Periodically Radom Call center desktop audits.
- Call Center systems Security compliance on patching & Anti-virus periodically
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Core Competencies, Knowledge, Experience
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- Computer Science Graduate (B.E, BCS) with 8-10 years’ work experience in Call Centre Technology Domain.
- The inherent requirement of this role is to have working and basic knowledge of IT networks & Analytical skills to manage operations of Call Center.
- Strong understanding of Telecom & IT services.
- Operation Management: ITIL frame work Understanding for Service Operation, Service Delivery & Service Transition. SLA Governance. Implementation of effective change control & Continual Service Improvement
- Strong analytical, Interpersonal, verbal and written communication skills
- Ability to present ideas & performance in a business-friendly and user-friendly language
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