VP- IVR Functional / Operational Expert (Global BPO)
Published date: 2024/01/10
- Location: Jaipur, Rajasthan, India
Dear Connections
We are looking for profiles for below position for a large Global BPO
Designation- Vice Profile - Operational / Functional Expert in IVR
Location - Mumbai / Gurugram/ Bangalore
CTC - upto 65 lpa
Key responsibilities would include:
1. Lead the global business strategy and stewardship of our IVR channel to both enhance customer experience and reduce operational cost
2. Define global KPI targets, ambition, operational best practices and toolkits for the IVR leads in the markets
3. Become the ultimate business risk owner, both in terms of security, fraud, resilience and customer experience, for all WPB IVRs
4. Lead a matrix of different channel and functional stakeholders to optimize the IVR with the rest of the distribution model
5. Define the strategic evolution from traditional DTMF IVRs into Conversational/AI/NLP virtual agents
Employment Type- Full-time
We are looking for profiles for below position for a large Global BPO
Designation- Vice Profile - Operational / Functional Expert in IVR
Location - Mumbai / Gurugram/ Bangalore
CTC - upto 65 lpa
Key responsibilities would include:
1. Lead the global business strategy and stewardship of our IVR channel to both enhance customer experience and reduce operational cost
2. Define global KPI targets, ambition, operational best practices and toolkits for the IVR leads in the markets
3. Become the ultimate business risk owner, both in terms of security, fraud, resilience and customer experience, for all WPB IVRs
4. Lead a matrix of different channel and functional stakeholders to optimize the IVR with the rest of the distribution model
5. Define the strategic evolution from traditional DTMF IVRs into Conversational/AI/NLP virtual agents
Employment Type- Full-time
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