Customer Care Technology Relationship Manager

We are seeking a Customer Care Technology Relationship Manager to support all aspects of our expanding Customer Care Organization in Pune and its' digitization strategy through deployment of new technology. The role will report to Customer Care but sits between Customer Care and IT, providing an effective bridge between the two organisations and ensuring the necessary relationship and understanding exist to successfully land new technology in Customer Care.

Requirements

• 10+ years working in a transformational capacity in a large and multi-channel Contact Centre
• Degree educated, preferably in Information Technology, Information Systems, or related field
• 5+ years' experience working with a leading Case Management platform e.g. ServiceNow or Salesforce
• Business Process definition, re-engineering, and improvement, KCS Knowledge process
• Understanding of Service Improvement lifecycle
• Excellent communication skills, up to and including Senior Manager level
• Stakeholder management, Strong organisational skills. Ability to interpret complex business environments, issues and requirements.

Benefits

• Major Medical coverage + Policy exclusions and insurance non-medical limit
• Educational Assistance
• Flexible Personal/Vacation Time Off
• Privilege Leave
• Floater Leave
• Parents / Parents in Law’s Insurance (Employer Contribution of 8,000/- annually)
• Employee Assistance Program
• Parental Leave
• Free Cab Transport facility for all employees
• One Time Meal provided to all employees as per shift
• Night Shift Allowances