CRM Technical Lead

2 weeks ago

Gurgaon, India Hewlett Packard Enterprise Full time
Job Description:

HPE Services

is our innovative IT services organization. It provides the expertise to advise, integrate, and accelerate our customers’ outcomes from their digital transformation. Our teams collaborate to transform insight into innovation. In today’s fast paced, hybrid IT world, being at business speed means overcoming IT complexity to match the speed of actions to the speed of opportunities. Deploy the right technology to respond quickly to market possibilities. Join us and redefine what’s next for you.

What you will doQualification required:BE/ B. Tech / M. Tech / MSc / MCA qualification or equivalentPost-graduation in technology is preferredExperience expected:At least 7+ years of experience in implementation of Opensource / CRM Solutions and Contact Centre InfrastructureAt least 2+ years of experience in managing and leading a team of more than 20 people in CRM Solution, CRM Analytics and service supportExperience in managing CRM solution which interfaces with 300+ Contact Centre agents3.Roles and Responsibilities:Responsible for overall CRM solution design, implementation, customization, roll out and support for UIDAIResponsible for on-boarding of any new Contact Centre service providers appointed by UIDAI and enabling their usage of the CRM solutionShould also act as the lead for the CRM Analytics personnel and monitoring of KPIs related to Contact Centre Service Provider and overall resident satisfactionShould proactively analyze resident feedback and work towards continuous improvement of the CRM platform of UIDAI4.General skills needed:Ensure all established processes and procedure are adhered to. In particular, Incident, Change and Problem ManagementTeamwork: Work as part of a team, which may be virtual, global, and/or multi-functional. Lead teams which address operational processes and policies in work area. Seen as a resource to the team in one or more technical or business areas. Becoming a trusted advisor inside and outside the team/technology area.

What you need to bring:Excellent verbal and written communication skills in EnglishFluency in Hindi speaking skillsExcellent analytical and problem-solving skillsSelf-driven, passionate and positive attitude towards handling critical situationsExcellent collaboration, negotiation, conflict management, teamwork and leadership skills

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