Provide first line support and report generation for the Customer Relationship Management (CRM), Automatic Call Distribution (ACD), Workforce Management System (WMS), IVR (Interactive Voice Response) systems and any other in-house developed applications which are used in Customer Care in terms of configuration and set up.
Qualifications:
Bachelor degree in IT / Communications or a related discipline from a recognised tertiary institution.
Strong knowledge of ACD systems, products and services.
Technical skills (PC troubleshooting and networking, NT, MS2000 OS knowledge, programming for Web applications and VB 6.0/VB.net, Oracle PL/SQL, Forms 6i/Jdeveloper, discoverer)
Experience in working with Oracle E business suite CRM , from a support perspective i.e. performing tasks like administering resource groups etc.
Experience in creating Campaigns in E-Business suite CRM.
Strong knowledge of ACD systems, products and services.
Good verbal and written English language skills.
Analytical skills
Ability to work effectively under pressure
Ability to work effectively under pressure
Creative thinking
Requirements::
Provide first line support to the various operational systems in Customer Care.
Provide first line and second line support to all in-house built office automation applications.
Be on call to support/ resolve issues with mission critical applications during off-duty hours
Provide first line support to all technical infrastructure in Customer Care i.e. desktop computers , printers , laptops, telephones etc.
Create, test and deploy outbound campaigns in CRM based on inputs provided by the requesting department or division.
Administer resource groups in CRM as well as in the call monitoring platform.
Administer call outcome codes in the CRM.
Build and maintain operational CRM reports, as per the business needs.
Build and generate ACD reports reflecting the performance of agents on different customer contact channels.
Build and generate ACD reports reflecting the overall performance of the contact centre and enhance reports as per the business and operational needs.
Build and generate contact centre resource utilization reports.
Analyse different performance reports and suggest shift changes and timings.
Configure and build ACD real time screens.
Configure and handle graphical ACD Interface.
Provide first line support for the ACD systems in terms of configuration and set up.
Provide support in developing customized routing scripts on the ACD and maintenance of such developed scripts.
Undertake changes to the ACD scripts as required.
Contribute to the motivation of junior staff, providing day to day assistance where necessary.
The Senior will execute many of the same activities as the Junior and Mid level, but in addition, will typically work on more complex, larger and higher importance/impact projects. The Senior level will also typically be expected to deliver highly optimal results as a product of broader and deeper experience.
Proactively take responsibility for self improvement by staying well-informed of developments, knowledge and innovations in relevant field of expertise.
Other duties as directed by supervisor or other superiors.
Apply Online
Qualifications:
Bachelor degree in IT / Communications or a related discipline from a recognised tertiary institution.
Strong knowledge of ACD systems, products and services.
Technical skills (PC troubleshooting and networking, NT, MS2000 OS knowledge, programming for Web applications and VB 6.0/VB.net, Oracle PL/SQL, Forms 6i/Jdeveloper, discoverer)
Experience in working with Oracle E business suite CRM , from a support perspective i.e. performing tasks like administering resource groups etc.
Experience in creating Campaigns in E-Business suite CRM.
Strong knowledge of ACD systems, products and services.
Good verbal and written English language skills.
Analytical skills
Ability to work effectively under pressure
Ability to work effectively under pressure
Creative thinking
Requirements::
Provide first line support to the various operational systems in Customer Care.
Provide first line and second line support to all in-house built office automation applications.
Be on call to support/ resolve issues with mission critical applications during off-duty hours
Provide first line support to all technical infrastructure in Customer Care i.e. desktop computers , printers , laptops, telephones etc.
Create, test and deploy outbound campaigns in CRM based on inputs provided by the requesting department or division.
Administer resource groups in CRM as well as in the call monitoring platform.
Administer call outcome codes in the CRM.
Build and maintain operational CRM reports, as per the business needs.
Build and generate ACD reports reflecting the performance of agents on different customer contact channels.
Build and generate ACD reports reflecting the overall performance of the contact centre and enhance reports as per the business and operational needs.
Build and generate contact centre resource utilization reports.
Analyse different performance reports and suggest shift changes and timings.
Configure and build ACD real time screens.
Configure and handle graphical ACD Interface.
Provide first line support for the ACD systems in terms of configuration and set up.
Provide support in developing customized routing scripts on the ACD and maintenance of such developed scripts.
Undertake changes to the ACD scripts as required.
Contribute to the motivation of junior staff, providing day to day assistance where necessary.
The Senior will execute many of the same activities as the Junior and Mid level, but in addition, will typically work on more complex, larger and higher importance/impact projects. The Senior level will also typically be expected to deliver highly optimal results as a product of broader and deeper experience.
Proactively take responsibility for self improvement by staying well-informed of developments, knowledge and innovations in relevant field of expertise.
Other duties as directed by supervisor or other superiors.
Apply Online
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