Process Excellence - Contact Center Not Available

8 - 12 years

15 - 30 Lacs

Mumbai, India

Work from Office

Job Description Process Analysis & Optimization • Evaluate and optimize existing Contact Center processes to remove inefficiencies and bottlenecks. • Develop strategies for workflow improvement, reduced operational friction, and enhanced customer satisfaction. Stakeholder Collaboration • Collaborate with cross-functional teams, including IT, Operations, and Customer Care, to understand business needs and process challenges. • Engage with external vendors and partners for system enhancements and solutions. Technology Integration • Support the integration of advanced tools such as CRM platforms, Chatbots, IVRs, and social media ORM platforms to streamline Contact Center operations. • Stay up-to-date with CRM functionalities, proposing enhancements as new features become available. Performance Monitoring • Establish KPIs and metrics to evaluate the impact of process improvements on Contact Center performance. • Provide data-driven insights and actionable recommendations to leadership for continuous improvement. Training & Change Management • Lead training sessions to ensure effective adoption of new tools and workflows by end-users. • Drive change management initiatives to cultivate a culture of continuous improvement across teams. Compliance & Risk Management • Ensure adherence to data privacy, security, and governance regulations in all operational processes. • Identify risks in new process implementations and provide recommendations for mitigation strategies. Environment, Social & Governance • Promote judicious use of natural resources. • Adhere to the organisation's environment, health, and safety policies, objectives, and guidelines. Anti Bribery Management Systems (ABMS) • Follow the ABMS roles and responsibilities details as prescribed on the ABMS manual. a. Understanding of ethical standards and the importance of integrity in business practices. b. Ability to identify and evaluate risks related to bribery in various business contexts. For more detailed explanation, follow the ABMS manual

Posted 3 months ago

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Sr, Representative Salesforce Lutron Gl Sales

2 - 4 years

5 - 11 Lacs

Gurugram

Work from Office

Role & responsibilities Work across multiple Salesforce clouds, including Sales, Service, Marketing, CPQ, B2B Commerce and Field Service Interact with users across various Lutron business units and regions, solving their Salesforce-specific technical issues and providing new features to improve business processes Work in an Agile/SAFe team environment Utilize your knowledge of computer systems, cybersecurity, data analytics, programming language, and networking to creatively solve technical problems Work across all aspects of user and license management including new user setup/deactivation, roles, profiles, permissions, public groups Salesforce configuration changes, including (but not limited to): Flow, fields, page layouts, record types, custom settings, dashboards and reports Provide global user support Interface with other Salesforce developers, testers, and architects to solve user issues or implement/support new capabilities Collaborate with team members using strong written and verbal communication skills Identify and suggest possible improvements on procedures Preferred candidate profile Minimum 3-year degree in Computer Science or Information Technology with a 60% and above, or a 4-year degree in engineering/technology 24-year experience in the relevant field Experience as a Salesforce Developer or Administrator Knowledge and experience of software development processes and best practices (Agile or Scrum) A proactive attitude to platform enhancements and desire to implement best practice solutions Strong problem-solving and strong written and communication skills Strong service mind-set Strong attention to details Salesforce certifications and Trailhead learnings are preferred

Posted 3 months ago

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