5 Contact Centre Jobs

Role & responsibilities * Attend escalations and ensure quick resolution * Interact with customers for feedback on GIB products / Services/ Responsiveness of officers People Management * Evaluate achievement of productivity of all officers / team members on various pre defined parameters * Provide feedback to team members on productivity and quality parameters * Drive reward and recognition programs for motivating team members to improve performance * Regularly train team on processes, products, soft skills, etc * Proactively highlight Top / Bottom performers on a regular basis through different MIS * Guiding the team on exception scenarios * Ensure team members are in line with bank PERSONALITY guidelines * Liaise with internal stakeholders like NRI product team, NOC, NRI Program Team, etc. for different queries and escalations * Distribution of leads to team members on a regular basis * Keep a tap on the nos of accounts and value of funding expected on a daily basis * Keep the senior management abreast on the team members performance on a regular basis * Ensure team members are trained on various new products, processes and services Targets * Achieve business targets set for the team in terms of nos of accounts active, generation of CASA + FD book, cross sell of other products * Achieve quality targets in terms of quality scores, feedback from customers, etc as per defined benchmark Others * Liaise with stakeholders on various customer queries * Participate in audit / compliance / products / management reviews

Sr. Key Responsibilities 1 Focus on developing and implementing a strong foundation in customer relationship management by making outbound calls to Existing and New to Bank Customers. 2 Work towards building a better book value, relationship with customers and manage to source services with customer Cross-sell 3 Ensure quality and compliance process is followed on every interaction with the customer. 4 Innovatively migrates customer to different channels / platform for banking service provided by the bank 5 Tracks and Maintains self-performance for review purpose.

WORK FROM OFFICE IN CHANDIGARH & MOHALI (ROTATIONAL SHIFTS) PLZ CALL SOURABH @ 9779924404 If you are interested in moving to BPO or are already working there but looking for job change , please get in touch and we will be very happy to assist you. We are Hiring Customer Support Associates to work for the Inbound International as well as Domestic E-mail / Chat in E-Commerce BPO process @ Chandigarh & Mohali location International BPO continues to attract talent looking for the quality of life offered in terms of handsome salary , transport facility , work-life balance & only 5 working days in week Excellent Communication skills candidates are looking to add to their career and track record through working internationally with Contact Centre Candidates looking for first time job are also attracted to work in BPO because of the healthy work environment & employee friendly culture of BPO Industry. Applying For CSR :- Candidates looking for first time job or job change are also attracted to work in BPO because of the healthy work environment & employee friendly culture of BPO Industry. Freshers / 10+2 Clear with good communication are eligible for the job Graduation Pursuing / College Going candidates can also apply Handsome Salary with Incentives 5 Days work International. Domestic 6 Day Week Work Growth Opportunity for those who want to work long term Best Salary package State of Art Infrastructure , Fully Air Conditioned. Cafeteria, Gym, ATM & other facilities within premises Located in centre of town with good public transport facility Good PG accommodation available nearby office. Note :- We don't charge any kind of Consultancy Fee or Registration amount for our services Best Regards, Sourabh Bakshi Connecting The Dots +91 9779924404

We seek a highly skilled Salesforce Integration Developer to design, build, and support complex integrations with the Salesforce Platform. The Integration Developer will create robust, scalable data and application interfaces between Salesforce and AWS Connect Contact Center, Lex Chatbots, and other systems. This critical role requires hands-on Salesforce integration architecture experience, expert-level coding abilities, and consistently delivering high-quality solutions. Responsibilities: Define and architect enterprise application integration methodology and patterns leveraging Salesforce Lead development of real-time, API-based interfaces using tools like Mulesoft, Jitterbit, Dell Boomi Create secure, fault-tolerant interfaces robust enough for high transaction volumes Produce technically advanced but user-friendly integration solutions on-time and on-budget Guide developers and administrators on standards for infrastructure, DevOps, and CI/CD Troubleshoot mission-critical production issues across integrated components Drive automation testing strategy and implementation for integrations Support transition plans from development through to sustained production operations Required Skillset: 5+ years of hands-on Salesforce API integration development experience Highly proficient with inbound/outbound REST API and SOAP web services Expertise in mapping complex data models across integrated systems Experience coding bespoke apps, components, and triggers using Apex and Visualforce Managed end-to-end delivery lifecycles for multi-party integration projects Passion for translating business needs into pioneering technical solutions Location : India (Remote) Work Timings : 2:30 PM - 11:30 PM

Role & responsibilities We are seeking a highly skilled and experienced Business Analyst with a strong background in channels, particularly within contact centre environments, to drive our digital transformation initiatives. This role is pivotal in identifying, analyzing, and defining requirements for automated solutions, with a keen focus on leveraging Artificial Intelligence (AI) and Machine Learning (ML) to enhance customer interactions and operational efficiency. The ideal candidate will bridge the gap between business needs and technical solutions, translating complex business problems into clear, actionable requirements for development teams. You will play a critical role in shaping the future of our customer channels, delivering innovative and scalable automation solutions. Key Responsibilities: Requirements Elicitation & Analysis: Lead and facilitate workshops, interviews, and other techniques to gather, analyze, and document comprehensive business requirements from stakeholders across various channels (e.g., contact centre, web, mobile, social). Contact Centre Automation Focus: Deep dive into contact centre operations, identifying pain points, inefficiencies, and opportunities for automation across voice, chat, email, and self-service channels. Digital Transformation Leadership: Contribute significantly to the strategic roadmap for digital transformation within channels, focusing on improving customer journeys and operational effectiveness through technology. AI/ML Solution Definition: Collaborate closely with AI/ML engineers and data scientists to define requirements for intelligent automation solutions, including chatbots, virtual assistants, predictive analytics, natural language processing (NLP), and machine learning models for routing, sentiment analysis, and personalization. Process Optimization: Analyze existing business processes, identify areas for improvement through automation, and design optimized future-state processes. User Story & Acceptance Criteria Development: Translate business requirements into detailed user stories with clear acceptance criteria for agile development teams. Stakeholder Management: Effectively communicate and manage expectations with diverse stakeholders, including business leaders, product owners, technology teams, and external vendors. Solution Evaluation & Validation: Support the evaluation of proposed solutions, conduct user acceptance testing (UAT), and ensure that delivered solutions meet business needs and quality standards. Market & Technology Research: Stay abreast of industry trends, emerging technologies, and best practices in contact centre automation, AI/ML, and digital transformation. Impact Assessment: Analyze the potential impact of changes on existing systems, processes, and customer experiences. Required Skills & Experience: Bachelor's degree in Business Administration, Information Technology, Computer Science, or a related field. 5+ years of experience as a Business Analyst, with a strong focus on channels and digital transformation initiatives. Proven experience in contact centre automation projects, including defining requirements for IVR, chat bots, virtual assistants, and other intelligent self-service solutions. Demonstrable experience in projects involving AI/ML automation, with an understanding of how AI/ML can be applied to solve business problems in a contact centre or channel context (e.g., NLP, machine learning for customer routing, sentiment analysis). Excellent understanding of the full software development lifecycle (SDLC) and experience working in Agile/Scrum environments. Strong analytical, problem-solving, and critical thinking skills. Exceptional communication (written and verbal) and interpersonal skills, with the ability to articulate complex technical concepts to non-technical stakeholders. Proficiency in creating clear and concise documentation, including business requirements documents (BRDs), functional specifications, user stories, and process flows. Experience with process mapping tools (e.g., Visio, Lucidchart) and requirements management tools (e.g., JIRA, Confluence, Azure DevOps). Ability to work independently and collaboratively in a fast-paced, dynamic environment.