India • kolkata

GVS Lead

 

( GVS Lead)

 

Education/Experience/Skills:

 i.  1-2 years of experience in an IT department of a Contact Center ( BPO) as detailed below.

ii. Having exposure in managing any of the following – Contact Center Technologies like Predictive Dialers, ACD Systems, PBX Systems, IVR, Trunk Lines, IP PBX, IP Based Unified Communication Systems.

 iii. Understanding and hands on working knowledge on Database, MS Access, MS SQL.

 iv. Ability to create reports and charts using MS Excel.

v. Good problem solving skills.

vi. Expected to be confident in verbal and written English communication.

vii. Must have high team spirit and interpersonal skills, required for working with the global teams.

viii. Must be disciplined and have sense of accountability as part of behavioural traits.

ix.. Motivated for achieving growth by contributing and learning in a team with global exposure.

Rotational shift duty including afternoon, evening and night shifts, along with rotational duties on week-ends.

 

 Job Responsibilities

Design development of campaigns on these technology systems of various brands which are installed across different global offices of OnProcess. 

That would include design of IVR systems, skill based routing, campaign design for Outbound, Inbound and blended models. ACD routing,

Database handling in context to leads generation, extraction, report generation.

 Trouble shooting of all of these elements for incident resolution.

 Resolution of issue tickets.

 Interaction with requesters to understand problems, trouble shoot and resolve the same in consultation with team/senior authorities.

 Monitoring of shared email boxes and ticket queues for 24×7 escalation/service requirement.

Work with OEM and provider teams on upgrades and maintenance activities.

Execution of standard BCP models as developed in the team.

 Interaction with project management teams to implement new design of programs, create technical solutions as needed.

Maintain extensive documentation on new design and implementation.

Track records of upgrades and change management records.

 

 

 

 

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