Contact Center Expert

6 months ago

Gurugram Haryana, India Orange Full time

**votre rôle**:
Orange Business manages and integrates the complexity of international communications, freeing our customers to focus on the strategic initiatives that drive their business. Our extensive experience and knowledge in global communication solutions, together with our understanding of multinational business and local support in 166 countries and territories, ensure that our customers receive a consistent, global solution wherever they do business.

**votre profil**:
Key Accountabilities
- Perform identification of failure points, troubleshooting and resolution for Genesys Engage and Cloud system faults in customer and OBS network
- Liaise with the other OBS groups to resolve contact center faults on the network.
- Log and track faults for voice customers and provide progress update reports until resolution
- Liaise with next level for fault escalation and resolution.
- To oversee faults and alarms passed to CTS2 /L2 and ensure clearance procedures are applied and followed.
- To ensure the correct analysis and classification of each fault as it occurs on the network
- To keep Management informed of any red alert Customer and Network faults, and initiate escalation procedures to next level as necessary, and provide them with all fault details
- To accept Tickets and able to work with other groups and organization to resolve problem within set times.
- Any other tasks or projects relevant to job as assigned by the group manager

Activate chronic procedures to next level and Service Managers as necessary.
- Troubleshooting skills on Genesys Framework 8.x & Genesys Voice portal
- Experience on reporting solutions (Informart & contact center analyser) & client interfaces (CCPulse & Genesys Interactive Insights)
- Knowledge on scripting of Voice XML, PHP & Java
- Experience on Automatic Speech Recognition & Text to speech (Voice Bot and Chatbot ,Nuance, Talisma etc)
- Working experience on different dialogic crads and Voice Gateways used in CC.
- Configuration of E1/T1 and understanding of related protocols (ISDN & SIP)
- Experience on Windows and Linux/Unix Servers
- Knowledge on database (mysql, mssql& oracle) and SQL
- Qualified on Network, LAN/WAN topologies and protocols
- Ability to carefully plan and co-ordinate work according to a demanding time schedule
- Excellent interpersonal and communication skills with the ability to operate in a multicultural and cross-functional organization.
- Service oriented, customer focused, and have the ability to resolve complex - problems through a calculated and methodical approach.
- Ability to work under pressure.
- Ability to deal with multiple tasks.
- Presentation/Report writing skills
- Excellent problem solving skills are necessary.
- Proactive, self motivated and determined attitude
- Flexibility in terms of working hours. English language proficiency required second/multiple international language(s) proficiency beneficial.

**le plus de l'offre**:
**contrat**:
CDI

  • Lead - Inbound Contact Center Operations

    6 months ago

    Gurugram, India Airtel Full time

    Brief about the Role : At Bharti Airtel we are building a digital organization with customer experience at heart of everything we do. We want to create experience benchmarks and be known world-wide for our experience standards .  We are looking for an innovative, bright, and enthusiastic individual who will be able to lead our contact center operations...

  • Contact Center Senior Specialist

    2 months ago

    Gurugram, India Orange Business Services Full time

    about the role key accountabilities Perform identification of failure points, troubleshooting and resolution for Genesys & FCC system faults in customer and OBS network Liaise with the other OBS groups to resolve contact center faults on the network. Log and track faults for voice customers and provide progress update reports until resolution ...

  • Contact Centre Executive

    5 months ago

    Gurugram, Haryana, India Wattmonk Technologies Private Limited Full time

    We are seeking a dynamic and customer-focused Contact Centre Executive to join our team. As a Contact Centre Executive, you will be the first point of contact for our customers and play a crucial role in ensuring their satisfaction. You will be responsible for providing excellent customer service, addressing inquiries, resolving issues, and maintaining a...

  • Mancer Consulting Services | Director Contact Center Technology

    6 days ago

    gurugram, India Mancer Consulting Services Full time

    About the role As the Director of Contact Center Technology, you will be responsible for defining and implementing the technology strategy for transforming our contact center operations and customer experience. You will work closely with senior leaders, business stakeholders, and technology teams to align the vision, roadmap, and execution of our digital...

  • Contact Centre Executive

    3 months ago

    Gurugram, Haryana, India Wattmonk Renewable Technologies Inc. Full time

    **Role: Contact Center Executive - Australian Market** **Position: Full Time** **Location : Gurugram, Haryana / Remote** **Shift : Australian Shift** **Who are we?** - Wattmonk Technolgies Pvt. Ltd which is a virtual assistant for solar businesses is looking for new members to join their team on this journey to make this would a better place. - We are a...

  • Medical Call Center Executive

    6 months ago

    Gurugram, Haryana, India Orthocure Healthcare Full time

    **Orthocure Healthcare P. Ltd ** is looking for Medical Call Center Executive with experience in call center environment. **Description**: Seeking a highly motivated and qualified individual as a health care based call center. **The Specialist will be responsible for: - ** - Professionally responding to telephone inquiries from callers and ensuring patient...

  • HR Services Analyst – Global HR Contact Center

    5 months ago

    Gurugram, India Ameriprise Financial Full time

    The HR Services Analyst provides the first point of contact for all employee questions related to basic payroll, benefits and human resources topics within our Global HR Service Center. This position blends a passion for customer service and knowledge of human resources to quickly and accurately respond to questions received via the phone, chat, web portal...

  • Inp - Call Center Supervisor I

    5 months ago

    Gurugram, Haryana, India Jobs for Humanity Full time

    **Company Description** Jobs for Humanity is collaborating with FIS Global to build an inclusive and just employment ecosystem. We support individuals coming from all walks of life. Company Name: FIS Global **Job Description** Position Type**: Full time **Type Of Hire**: Experienced (relevant combo of work and education) **Education Desired**: Associate's...

  • Senior Manager

    3 months ago

    Gurugram, India IGT Solutions Full time

    About the Organization - IGT Solutions Pvt LtdIGT Solutions Pvt Ltd is a leading IT & BPM services provider committed to deliver innovation and business excellence across the entire spectrum of Travel, Transportation and Hospitality domain. The company offers integrated IT-BPM services comprising of Application Development and Maintenance, Mobility, Testing,...

  • Senior Manager

    2 months ago

    gurugram, India IGT Solutions Full time

    About the Organization - IGT Solutions Pvt Ltd IGT Solutions Pvt Ltd is a leading IT & BPM services provider committed to deliver innovation and business excellence across the entire spectrum of Travel, Transportation and Hospitality domain. The company offers integrated IT-BPM services comprising of Application Development and Maintenance, Mobility,...

  • Senior Manager

    2 months ago

    gurugram, India IGT Solutions Full time

    About the Organization - IGT Solutions Pvt LtdIGT Solutions Pvt Ltd is a leading IT & BPM services provider committed to deliver innovation and business excellence across the entire spectrum of Travel, Transportation and Hospitality domain. The company offers integrated IT-BPM services comprising of Application Development and Maintenance, Mobility, Testing,...

  • Senior Manager

    3 months ago

    Gurugram, India IGT Solutions Full time

    About the Organization - IGT Solutions Pvt Ltd IGT Solutions Pvt Ltd is a leading IT & BPM services provider committed to deliver innovation and business excellence across the entire spectrum of Travel, Transportation and Hospitality domain. The company offers integrated IT-BPM services comprising of Application Development and Maintenance, Mobility,...

  • Senior Manager

    3 months ago

    Gurugram, India IGT Solutions Full time

    About the Organization - IGT Solutions Pvt LtdIGT Solutions Pvt Ltd is a leading IT & BPM services provider committed to deliver innovation and business excellence across the entire spectrum of Travel, Transportation and Hospitality domain. The company offers integrated IT-BPM services comprising of Application Development and Maintenance, Mobility, Testing,...

  • Inp-call Center Supervisor I

    7 months ago

    Gurugram, Haryana, India FIS Global Full time

    **Position Type**: Full time **Type Of Hire**: Experienced (relevant combo of work and education) **Education Desired**: Associate's Degree **Travel Percentage**: - Excellent customer service skills that build high levels of customer satisfaction - Excellent verbal and written communication skills - Must be detail-oriented and customer-driven, focusing on...

  • Bams/bhms Doctor Center-incharge

    2 months ago

    Gurugram, Haryana, India Dr Bharti's Holistic Wellness Pvt. Ltd. Full time

    **Job description** Centre Head cum Consultant (BAMS/BHMS) for Gurugram, Sector 26 **Company Description** Dr. Bharti's Holistic Wellness in Gurugram focuses on holistic corrective programs for patients with arthritis and spine conditions, delivering results beyond expectations. Dr. Pankaj Bharti, MD, the innovator of the Holistic Corrective Programme...

  • Care Expert

    1 month ago

    Gurugram, Haryana, India BetterWay Full time

    **About BetterWay** BetterWay is an outcome focussed, full-stack, chronic care platform, deeply rooted in the Ayurvedic science of holistic medicine. We own the Patient journey end to end, making it transparent and accessible for Urban users, who suffer from a chronic lifestyle disorder. To fulfill this promise, our gene has two intrinsic values: -...

  • Client Success Expert

    5 months ago

    Gurugram, Haryana, India Parentune Full time

    **x** Client Success Expert **Location**: Gurgaon **Experience**: 1 Year Full time experience in Client (Brands) Servicing **Reporting to**: CEO **About the role** - As a Customer Success Executive, you’ll be the Guardian of our Client relationships, almost like a maestro orchestrating harmonious interactions. Your mission? To ensure our clients...

  • IND Contact Center Representative I

    6 months ago

    Gurugram, India Aon Full time

    Job Title- Contact Centre Representative I Solution Line- ECC Position type- Full Time Work Location- Gurgaon Working style- Hybrid Cab Facility- Yes Shift Time – Rotational People Manager role: No Required education and certifications critical for the role- Graduate (Except technical graduates) Required years of...

  • Center for Creative Leadership | Account Manager

    2 weeks ago

    gurugram, India Center for Creative Leadership Full time

    General Summary: CCL have an exciting opportunity, based at our India Office. We are searching for an Account Manager (Open Enrolment Training) – who will collaborate with and support our Business Development Manager. This will be a client-facing role providing high touch customer support from lead generation to sale through to product delivery. We are...

  • Center for Creative Leadership | Account Manager

    2 weeks ago

    gurugram, India Center for Creative Leadership Full time

    General Summary: CCL have an exciting opportunity, based at our India Office. We are searching for an Account Manager (Open Enrolment Training) – who will collaborate with and support our Business Development Manager. This will be a client-facing role providing high touch customer support from lead generation to sale through to product delivery. We are...