DDA&I – GCC T&I – Assistant Manager – Business Configuration & Support Channel
Are you driven by a passion to address challenges in the Customer Service sector using cutting-edge technologies? If you consider yourself an innovator and a visionary, this opportunity is tailor-made for you. We are seeking a meticulous, self-motivated individual with robust technical expertise to join our Technology and Innovation Team within the Global Contact Center. This role involves spearheading global initiatives and contributing to various transformative projects.
Work you’ll do!
As an Assistant Manager in the DDAI GCC T&I Team, you will play a pivotal role in driving technological advancements and innovative solutions within the customer service industry. This position requires a blend of leadership, technical proficiency, and strategic oversight to manage various aspects of technology implementation and innovation. You will be responsible for solving business problems with various technology solutions.
- Act as subject matter expert for Global Contact Center Technologies such as Genesys Cloud.
- Act as primary point of contact for Contact Center leads and support more than one geography.
- Guide team members working on customer queries and issues related to technology across geographies.
- Monitor customer reported issues and identify scope for automation.
- Analyze volume of customer queries and tickets, prepare trend analysis reports, and identify potential areas/activities for automation.
- Work with various stakeholders to understand their business problems, create user stories, and provide solution.
- Communicate effectively with stakeholders to gather requirements, provide updates.
- Build and maintain strong relationships with key stakeholders to align technology initiatives with business objectives.
- Act as a liaison between the technology team and other departments to ensure cohesive operations and project synergy.
- Manage day-to-day operations for Technology Support and maintenance for various technologies that the Global Contact Center uses.
- Ensure implemented technologies and functionalities are available and functioning optimally.
- Manage business communications related to platform availability, maintenance, outages, etc. for implemented technologies.
- Develop policies and procedures that optimize the troubleshooting and maintenance of technology systems.
- Provide strategic direction for the technology support team to ensure robust and efficient issue resolution.
- Lead and develop a team of technology professionals, fostering a collaborative and innovative work environment.
- Conduct performance reviews, set objectives, and facilitate professional development and training opportunities for team members.
- Ensure team alignment with the organization’s goals and maintain high engagement levels.
- Enhance user experience and system performance through continuous improvement initiatives.
- Create knowledge documents related to current business process and BAU activities.
- Maintain internal trackers with latest information.
- Assist in gathering data points and preparing reports for business.
The team
The DDAI GCC Technology & Innovation team is responsible for Innovation, design, deployment and maintenance of various contact center technologies to various participating member firms. We help transform customer experiences using cutting-edge technologies like chatbots/virtual private assistants and solve business problems with automation tools. Our team culture is collaborative and encourages team members to take initiative and seek on-the-job learning opportunities. Quality is our top priority, and by focusing on innovation, we continue to raise the bar on quality and deliver greater value to our internal clients.
Qualifications
Required:
- Bachelor’s Degree in engineering / Computer Science or related technical field
- MBA in Business Operation or Customer Relationship Management (Preferred)
- Proven knowledge or strong exposure in Genesys PureCloud Platform.
- Good to have exposure to platforms like Google Dialog Flow, UiPath.
- Familiarity with programming concepts (programming background in any coding language will be an advantage.)
- Familiarity with software development and implementation methodology/lifecycle.
- Advanced knowledge of MS PowerPoint, MS Word, MS Excel (formulas)
- Working knowledge of SharePoint
- Basic understanding of project management skills (certifications in Agile, PMP, Lean, Six-Sigma or equivalent being advantageous.
- Good understanding of Contact Center business.
- Experience in Performance Management processes.
- Should be analytical and creative to identify solutions based on business needs.
- Self-motivated, team player, action and results oriented.
- Well-organized with good reporting skills
- Good information management skills
- Good customer and stakeholder management skills
- Exceptional interpersonal and communication skills, capable of working with diverse stakeholder groups.
- Strong communication skills
- Good presentation skills
How you’ll grow
At Deloitte, we’ve invested a great deal to create a rich environment in which our professionals can grow. We want all our people to develop in their own way, playing to their own strengths as they hone their leadership skills. And, as a part of our efforts, we provide our professionals with a variety of learning and networking opportunities—including exposure to leaders, sponsors, coaches, and challenging assignments—to help accelerate their careers along the way. No two people learn in exactly the same way. So, we provide a range of resources including live classrooms, team-based learning, and eLearning. DU: The Leadership Center in India, our state-of-the-art, world-class learning Center in the Hyderabad offices is an extension of the Deloitte University (DU) in Westlake, Texas, and represents a tangible symbol of our commitment to our people’s growth and development. Explore DU: The Leadership Center in India
Benefits
At Deloitte, we know that great people make a great organization. We value our people and offer employees a broad range of benefits. Learn more about what working at Deloitte can mean for you.
Deloitte’s culture
Our positive and supportive culture encourages our people to do their best work every day. We celebrate individuals by recognizing their uniqueness and offering them the flexibility to make daily choices that can help them to be healthy, centered, confident, and aware. We offer well-being programs and are continuously looking for new ways to maintain a culture that is inclusive, invites authenticity, leverages our diversity, and where our people excel and lead healthy, happy lives. Learn more about Life at Deloitte.
Corporate citizenship
Deloitte is led by a purpose: to make an impact that matters. This purpose defines who we are and extends to relationships with our clients, our people and our communities. We believe that business has the power to inspire and transform. We focus on education, giving, skill-based volunteerism, and leadership to help drive positive social impact in our communities. Learn more about Deloitte’s impact on the world.
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