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Capgemini
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Team Manager - Banking Capabilities

Team Manager - Banking Capabilities

Capgemini

4 - 7 years

8 - 13 Lacs

noida

Posted:1 hour ago| Platform:

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Skills Required

dashboards scrum sdlc wfm jira plaster operations management flooring team management team handling customer service google training shuttering branch management center management process management team leading brick work sla management

Work Mode

Work from Office

Job Type

Full Time

Job Description

Your Role:

Responsible for working with business/product owner and gathering requirements

Define HOOs, Skills, IVR prompts, priorities and other configuration details

Define requirements around WFM and QM

Consolidate and simplify IVR flows by optimizing flows

Define best practices for prompts for chat and self-service

Creating stories and sub tasks in Jira, attach documentation to stories

Obtain approvals from product owners in timely manner

Work with offshore developers and get requirements built

Conduct workshops and present demos of work completed, gather feedback and update stories

Work with SMEs and architects to document dependencies

Work closely with the internal teams to understand current needs, identify the desired process models and solution architecture

Lead, facilitate and provide business expertise

Contribute to project plans, to obtain approval for detailed plans and resource estimates

Present weekly status reports to leadership

Your Profile:

5+ years of experience in leading CCaaS platform such as Genesys, Amazon connect, NICE or Avaya and CAI solution such as Kore.ai, Google CCAI

2+ years of extensive hands-on experience on WFM, Reports, Dashboards, Service center SLAs

Knowledge of Jira and Scrum

Must have overview of integrations such as I/P output parameters, real time/batch integrations etc. Good understanding of SDLC

Nice to have o Hands on development experience on any leading service centre platform.

Bachelors degree in technology field and preferably MBA as well.

WHAT YOU'LL LOVE ABOUT WORKING HERE

You can shape yourcareer with us. We offer a range of career paths and internal opportunities within Capgemini group. You will also get personalized career guidance from our leaders.

You will get comprehensive wellness benefits including health checks, telemedicine, insurance with top-ups, elder care, partner coverage or new parent support via flexible work.

You will have theopportunity to learn on one of the industry's largest digital learning platforms, with access to 250,000+ courses and numerous certifications.

Were committed to ensuring that people of all backgrounds feel encouraged and have a sense of belonging to Capgemini. You are valued for who you are, and you canbring your original self to work.

Every Monday, kick off the week with a musical performance by our in-house band - The Rubber Band. Also get to participate in internalsports events, yoga challenges, or marathons.

At Capgemini, you can work on cutting-edge projects in tech and engineering with industry leaders or createsolutions to overcome societal and environmental challenges.

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Team Manager - Banking Capabilities