Manager- Contact Center Value Enrichment

4 weeks ago

Mumbai Metropolitan Region, India HDFC Bank Full time

Job Purpose Central Product team role responsible for the following key deliverables: · Ensure effective usage of the technology platform available at Virtual Care · Requirement gathering and definition aimed at efficiency enhancement for Virtual Care users. · Assess need for enhancements and new requirements basis User and customer feedback. · Reports requirements for analytics So that · the technology tools are effectively used for enhancing staff/ user experience thereby helping achieve higher Service and Productivity standards.

Job Responsibilities(JR) Actionable

Contact Center Platform

Usage · Basis interactions with Users, assess the utility and usage of all features provided on the Contact Center platform. · Carry out on site reviews to assess efficiency of the current features. · Study the end to end process and recommend steps to improve usage. · Usage covers all aspects of contact center- voice and non-voice and all operations areas.

User Experience

Assessment

· Periodically review the internal process linked to the Contact Center platform and assess user experience. · Assess effectiveness of platform features and offering which will form the basis of UI enhancements. · Define and implement process modifications in order to bring in efficiency/ improve productivity. · Review all journeys and process documents / guidelines on timely basis to ensure correct and updated information available with units at all times to service customers.

Create requirements

· One point contact for line and Central team users at Virtual Care on platform requirements. · Coverage to include new service desks and products. · Basis user feedback and customer feedback create requirements that can be translated into contact center front-end requirements, · Requirements to cover service, cross-sell, training and quality, complaint management and other operations areas of Virtual Care. · Review the internal information security guidelines for Virtual care in the context of Virtual Care. · Ensure controls to align with the compliance guidelines.

Analytics

· Timely release of platform usage reports detailing effective use of the features of the contact center platform. · Analysis of data points which will be utilized by Users to identify improvement plans. Track progress. · Analysis to aid Senior Management in decision making.

Unit Visits

· Unit visits covering interactions with staff-users to collect feedback on the tech platform, assess usage of current features and create requirements aimed at efficiency improvement.

Educational

Qualifications Key Skills

· Min Graduation

· Banking Product & Process Knowledge · Team Management. · Planning and Organizing Skills · Communication. · Awareness of Banking regulations · Competition awareness · Influencing Skills · Innovative thinking

· Technology Awareness · Planning and Organizing Skills

Experience Required

· Minimum experience in years – 8-10 yr

· Exposure to banking preferable

· Experience in call center / service industry.

· Awareness of Banking regulations

Major Stakeholders(intra team and cross functional stakeholders, who would need to be interacted with for discharging duties) · Internal Unit staff; · PhoneBanking & EMT Care Units and Central Team · Product representatives; · Product Heads · IT/ BSG Department for technology requirement discussions. · Vendors / Telecom Service Providers · Business Head -Virtual Care

  • Contact Center Value Enrichment Manager

    4 weeks ago

    Mumbai, Maharashtra, India HDFC Bank Full time

    Job Purpose: As a Contact Center Value Enrichment Manager at HDFC Bank, you will be responsible for ensuring effective usage of the technology platform available at Virtual Care. This includes requirement gathering and definition aimed at efficiency enhancement for Virtual Care users. You will assess the need for enhancements and new requirements based on...

  • **Contact Center Value Enrichment Specialist**

    3 weeks ago

    Mumbai, Maharashtra, India HDFC Bank Full time

    **Job Summary** We are seeking an experienced **Contact Center Value Enrichment Specialist** to join our Central Product team. As a key member of our team, you will be responsible for ensuring effective usage of our technology platform, gathering requirements to enhance efficiency for our Virtual Care users, and assessing the need for enhancements and new...

  • Manager- Contact Center Value Enrichment

    4 weeks ago

    Mumbai Metropolitan Region, India HDFC Bank Full time

    Job Purpose Central Product team role responsible for the following key deliverables: · Ensure effective usage of the technology platform available at Virtual Care · Requirement gathering and definition aimed at efficiency enhancement for Virtual Care users. · Assess need for enhancements and new requirements basis User and customer feedback. · Reports...

  • Manager- Contact Center Value Enrichment

    4 weeks ago

    mumbai, India HDFC Bank Full time

    Job Purpose Central Product team role responsible for the following key deliverables: · Ensure effective usage of the technology platform available at Virtual Care · Requirement gathering and definition aimed at efficiency enhancement for Virtual Care users. · Assess need for enhancements and new requirements basis User and customer feedback. · Reports...

  • Manager- Contact Center Value Enrichment

    4 weeks ago

    Mumbai, India HDFC Bank Full time

    Job Purpose Central Product team role responsible for the following key deliverables: · Ensure effective usage of the technology platform available at Virtual Care · Requirement gathering and definition aimed at efficiency enhancement for Virtual Care users. · Assess need for enhancements and new requirements basis User and customer feedback. · Reports...

  • Manager- contact center value enrichment

    4 weeks ago

    Mumbai, India HDFC Bank Full time

    Job Purpose Central Product team role responsible for the following key deliverables: · Ensure effective usage of the technology platform available at Virtual Care · Requirement gathering and definition aimed at efficiency enhancement for Virtual Care users. · Assess need for enhancements and new requirements basis User and customer feedback. · Reports...

  • Manager- Contact Center Value Enrichment

    4 weeks ago

    mumbai, India HDFC Bank Full time

    Job Purpose Central Product team role responsible for the following key deliverables: · Ensure effective usage of the technology platform available at Virtual Care · Requirement gathering and definition aimed at efficiency enhancement for Virtual Care users. · Assess need for enhancements and new requirements basis User and customer feedback. · Reports...

  • Manager- Contact Center Value Enrichment

    4 weeks ago

    mumbai, India HDFC Bank Full time

    Job Purpose Central Product team role responsible for the following key deliverables: · Ensure effective usage of the technology platform available at Virtual Care · Requirement gathering and definition aimed at efficiency enhancement for Virtual Care users. · Assess need for enhancements and new requirements basis User and customer feedback. · Reports...

  • Senior Contact Center Specialist

    4 weeks ago

    Mumbai, Maharashtra, India Orange Business Services Full time

    About the RoleAs a Senior Contact Center Specialist at Orange Business Services, you will be responsible for identifying and resolving complex system faults in our Genesys and FCC systems. Your expertise will be crucial in ensuring the smooth operation of our contact centers and providing exceptional customer experiences.Key ResponsibilitiesPerform root...

  • Contact Center Trainer

    5 months ago

    Mumbai, Maharashtra, India HR Yaar Full time

    **Job Title: Contact Center Trainer** **Experience: 4 to 8 years** **Location: Kurla, Mumbai** **Company Type: Healthcare** **Job Type: Full-Time** The contact center is the first touch point for any patient reaching out to us for a service and the journey of excellent patient experience starts here. The role of the trainer will be managing all training...

  • Contact Center Executive

    4 days ago

    Mumbai, Maharashtra, India HIRINGHOUSE TECHNOLOGIES PVT LTD Full time

    **Job Description: Contact Center Executive (Debt Collection)** **Job Title**: Contact Center Executive **Location**: Vashi, Mumbai **Experience**: 0-3 years **Job Overview**: The Contact Center Executive will be responsible for contacting customers with overdue payments, negotiating repayment plans, and ensuring compliance with agreed-upon terms. You will...

  • Senior Contact Center Specialist

    1 month ago

    Mumbai, Maharashtra, India Orange Business Services Full time

    About the RoleAs a Senior Contact Center Specialist at Orange Business Services, you will be responsible for identifying and resolving complex technical issues related to Genesys and FCC system faults in customer and OBS networks. Your expertise will be crucial in ensuring the smooth operation of our contact center services.Key Responsibilities• Perform...

  • Senior Technical Specialist

    3 weeks ago

    Mumbai, Maharashtra, India Orange Business Services Full time

    About the RoleAt Orange Business Services, we're seeking a skilled Senior Technical Specialist to join our Global Delivery & Operations team. As a key member of our team, you'll be responsible for identifying and resolving complex technical issues within our contact center infrastructure.Perform in-depth analysis of Genesys and FCC system faults, working...

  • Risk Management Specialist

    14 hours ago

    Mumbai Metropolitan Region, India Magma HDI General Insurance Company Limited Full time

    Job Description:We are seeking an experienced Risk Management Specialist to join our team in Mumbai. As a key member of our Non-Motor Claims Department, you will be responsible for identifying and implementing value-added services that enhance the overall experience of our insureds.Key Responsibilities:Select and conduct suitable value-added services for...

  • Collaboration Manager

    5 months ago

    Mumbai, India Ishan Technologies Full time

    Job Summary:Manager Collaboration Services Engineering is an SME for Technical Solution Engineering for the Collaboration Suite of services. He will lead the technical evaluation of technology and OEM products, by conducting RFP, PoC s, interop testing. He will design services and technology to cater to product requirements received in the MRD and provide...

  • Contact Center Executive

    5 months ago

    Andheri, Mumbai, Maharashtra, India Qrata Full time

    Opportunity to work at India's best aesthetic treatment clinic, dedicated to providing cutting-edge aesthetic solutions and an unparalleled client experience. We are seeking a skilled Contact center executive to be the face of our clinic. Job Title: Contact Center Executive Expertise: Inbound /Outbound/Chat/Mail/ WhatsApp/messaging Exp: 1 to 3 year **Key...

  • Technical Specialist

    2 weeks ago

    Mumbai, Maharashtra, India Orange Business Services Full time

    About the RoleThis position is responsible for the technical support and maintenance of Genesys and voice systems in our contact centers.Key ResponsibilitiesIdentify and troubleshoot faults in Genesys and voice systems, ensuring minimal disruption to customer services.Collaborate with internal teams to resolve complex technical issues affecting contact...

  • Lead - Value Added Service Risk

    5 days ago

    Mumbai Metropolitan Region, India Magma HDI General Insurance Company Limited Full time

    Locations: Nahur, MumbaiDepartment: Non Motor Claims Total Work Experience: 6+ YearsEducation: BE Mechanical/ Electrical / Chemical Key ResponsibilitiesSelection and conduct suitable value added services for prospective and existing insureds.Co-ordination with insureds, internal teams & vendors for effective & efficient implementation of...

  • Lead - Value Added Service Risk

    5 days ago

    Mumbai Metropolitan Region, India Magma HDI General Insurance Company Limited Full time

    Locations: Nahur, Mumbai Department: Non Motor Claims Total Work Experience: 6+ Years Education: BE Mechanical/ Electrical / Chemical Key Responsibilities Selection and conduct suitable value added services for prospective and existing insureds. Co-ordination with insureds, internal teams & vendors for effective & efficient implementation of service....

  • Collaboration Manager

    5 months ago

    Mumbai, India Ishan Technologies Full time

    Job Summary:Manager Collaboration Services Engineering is an SME for Technical Solution Engineering for the Collaboration Suite of services. He will lead the technical evaluation of technology and OEM products, by conducting RFP, PoC s, interop testing. He will design services and technology to cater to product requirements received in the MRD and provide...