Manager - CCAS PM & BA

8 - 13 years

25 - 40 Lacs

pune bengaluru delhi / ncr

Posted:4 hours ago| Platform:

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Skills Required

business analyst project management insurance ccas requirement gathering insurance domain

Work Mode

Work from Office

Job Type

Full Time

Job Description

CCaaS PM and BA

Hands-on experience capturing business requirements for contact center migrations (Amazon Connect, Genesys, NICE, Five9).
Knowledge of contact center operations, KPIs, SLAs, and compliance needs in insurance.
Familiar with IVR/IVA and core telephony including WFM, KM, Quality, Reporting analytics, Agent Assist AI enablement.
Document user stories, and acceptance criteria while collaborating with onshore counterpart(s).
General understanding of CTI integrations; ability to document integration use cases, requirements.
Support test planning, test case design, test execution along with business stakeholders.
Proven experience in project management.
Strong leadership and team management abilities.
Excellent communication and problem-solving skills.
Proficiency in project management tools (e.g., MS Project, Jira, Trello).
Knowledge of project management methodologies (e.g., Agile, Waterfall, PMP).

Tech/ Tools Skills

Preferred with business consulting background with sound knowledge of key enterprise business process, customer touchpoint & journey design, design thinking along with stakeholder management. Should be able to contribute practice development, thought leadership and business development activities.

Must have vertical & Industry Experience in Insurance Contact Centre transformation.

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