Frontend Tech Sp - Engr

Drive efficient contact center operations, focussed on resolution of non-technical complaints.
· Possess hands-on knowledge of contact center technology, with exposure to IoT and cloud 
products like SaaS and PaaS. Must be familiar with hosted infrastructure, including ACD, IVR, 
and Logger systems, as well as IVR and queue management. Take prompt actions to manage 
incidents related to hosted infrastructure and media, ensuring continuous contact center 
uptime
· Optimize the efficiency of the Tester desk, focusing on maximizing first-time resolution.
· Effectively manage and resolve Senior Leadership Team (SLT) escalations
· Implement system corrections and automation strategies to reduce contact center and non[1]technical complaint volumes
· Ensure close monitoring of aging cases and drive adherence to SLAs for complaints and 
requests.
· Conduct RCA and implement Corrective and Preventive Actions in collaboration with cross[1]functional teams to reduce customer complaints and improve resolution times.
· Identify process gaps, drive re-engineering efforts, ensure new processes are implemented 
effectively, and measure their efficacy
· Ensure quality responses and resolutions for all customer interactions.
· Maintain data accuracy and ensure robust reporting practices.
· Foster strong interlocks with internal and external stakeholders
· Oversee vendor relationships and ensure alignment with operational goals.
· Track customer VOC and appreciation and report.

Should have relevant knowledge and experience of -
· Good Process knowledge
· Email Centre Client Experience
· Team management
· Data efficiency
System knowledge

Behavioural Attributes - Customer-Centric: Deep commitment to 
improving customer satisfaction and experience.
· Strategic Thinker: Ability to think strategically 
and implement long-term customer experience 
strategies.
· Empathetic: High level of empathy and 
understanding of customer needs and challenges.
· Innovative: Creative and proactive in developing 
new approaches to enhance customer 
interactions.