Strategic Customer Service Operations Specialist

3 weeks ago


Gurgaon, Haryana, India Gartner Full time

About the Role:


Gartner is seeking a Senior Planner, Customer Service Technology to enhance the Customer Service Center of Excellence (CS CoE) operations and workflows. This role is pivotal in defining, managing, and streamlining processes to ensure seamless operations and exceptional attendee experiences. The Senior Planner, Customer Service Technology will be responsible for implementing and optimizing technology to drive process enablement and optimization.


Key Responsibilities:



  • Implement technology solutions to enhance process efficiencies and workflow automation.
  • Work with IT and cross-functional teams to ensure seamless integration of new technologies and tools.
  • Lead the implementation and integration of CRM systems.
  • Analyze current workflows and systems, identifying bottlenecks and recommending IT solutions.
  • Utilize data analytics and reporting tools to support decision-making and track process improvements.
  • Provide documentation, training, and support to team members on new technology tools and systems.

Requirements:



  • Bachelor's degree in Operations Management, Information Technology, Computer Science, or a related field.
  • 3-5 years of experience working with project management and implementing technology solutions.
  • Strong analytical skills and ability to interpret data.
  • Proven track record in CRM systems integration and contact center technologies.
  • Demonstrated ability to manage multiple technology-driven initiatives and priorities in a fast-paced environment.

What You'll Get:



  • Competitive salary, generous paid time off policy, and charity match program.
  • Group Medical Insurance, Parental Leave, and Employee Assistance Program.
  • Collaborative, team-oriented culture that embraces diversity.
  • Professional development and unlimited growth opportunities.

Gartner is an Equal Opportunity Employer and offers opportunities to all job seekers, including job seekers with disabilities. If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation. By submitting your information and application, you confirm that you have read and agree to the country or regional recruitment notice linked below applicable to your place of residence.



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