VTekis Consulting LLC provides complete solutions for Staff Agumentation, Recruitment Process Outsourcing, Contract Hiring, Direct Hire and Outsourced Solutions. Our goal is to deliver quality professional services to our clients not just to find someone to do a job, we match the right professional for your staffing needs and earning confidence through the proper assignment of people. This alignment of people and companies allows us to create opportunity. Most importantly, We don't consider the process complete until we find the perfect fit.

"Key Skills:
• 10- 15 +years of experience in the contact centre area across Customer Service, Sales, Operations and Collections spread across banking Insurance in BPO and/or captive units.
• This candidate will lead the voice process and will be responsible for ensuring best in class customer experience for the clients. He/she will be responsible for understanding emerging tools and technologies in the contact centre space. He/she should have a solid understanding of voice processes pertaining to the BFSI sector (any others would also be added advantage)
Key Responsibilities
• Work independently in a highly demanding and often ambiguous environment, with strong attention to detail and exceptional organizational skill
• Should have deep understanding of Metrics and should be able to report / discuss / articulate to senior leadership. (CXO levels)
• Ability to seamlessly work with business and internal stakeholders on the improvement plan
• Ability to develop dashboard / analytics for senior stakeholder reporting
• Promote innovation, automation and design led culture.
• Defining best practices for Contact Centre practices and will be the thought leader and subject matter expert defining the standard operating procedures.
• High learning agility with rapid adoption of new automation technologies and product platforms.
• Focus on the new age cognitive contact centre operations in the BFSI industry and find ways to reduce/eliminate voice-based processes and optimize manual calls.
• New or changed business goals and/or resource reductions.
• Desired Candidate Profile:
• ~10+ years or more of management experience and currently in a leadership role working in BFSI related contact centre process will be an added advantage
• Solid understanding of all tools and technologies related to voice processes and state-of-the business practices including Workforce Management
• Proven experience in developing and implementing chatbots, webchats, IVR strategies, email processes as well cloud-based solutions.
• Exposure and experience across various payout and incentive processes – variable / fixed/outcome based/transition based, etc.
• Understanding of financial aspects - Pricing, P&L & budgets
• Proven track record of building and leading large teams across multiple countries and time-zones
• Strong business acumen and focus on operational excellence.
• Good communication skills, information analysis & interpretation capability (ability to present detailed technical analysis, assumptions, and recommendations succinctly).
• Excellent problem solving, task prioritization, follow-up, and quick learning skills. Ability to work in a fast-paced, high-pressure environment with dedication, passion, and motivation.
• Excellent oral and written communication, including presentation skills
• Leadership/management/motivational skills
• Exceptional multi-tasking and prioritization skills
• Project Management experience.
• Business Foresight - ability to strategize & demonstrate deep business insight that helps identify & develop strategic opportunities
• Professional Skills:
• Knowledge of Cognitive Contact centre related tools and technologies (indicative and not exhaustive list Verint, NICE, Avaya, Genesys, Aspect) in a multi-site environment
• Knowledge of multi-channel service center processes and operations
• Demonstrated skills with workforce management, reporting and executive level presentation
Regards,

Mohammed Ilyas,

PH - 229-264-4024 or Text - 229-469-1455 or You can share the updated resume at Mohammed@vtekis. com

All your information will be kept confidential according to EEO guidelines.