Job Description • Independently work on user and high priority tickets, change requests, troubleshooting faults and interfacing with external vendors as well as internal Capgemini engagement representatives. • Gather, Understand and Successfully Translate business requirements into technical specifications. • Ready to work in rotational US Shifts. • Flexible work schedule to handle emergency outage or other situations with ability to work on or resolve issues while out of the office. • Follow existing policy procedures used to configure and maintain various portions of Cisco Telephony and their associated systems. • Analyze and standardize procedures to improve efficiency and effectiveness of contact center operations. • Coordinate effort and communication between geographically and time separated groups. Primary technical skills-
Must have good knowledge and hands on experience in Cisco Unified Contact Center Enterprise (UCCE) and Cisco Voice Portal (CVP). Good knowledge of Cisco UCCE Architecture, deployment models and components. Hands on knowledge on configuring UCCE Call flow scripts. Troubleshooting complex UCCE and CVP related issues. Hands on experience in Cisco Unified Communications Manager (CUCM) and voice gateways, SIP, H323. Hands on experience in CVP Micro app and basic knowledge in VXML application. Hands on experience in VXML Gateway configuration and troubleshooting. Basic knowledge in Cisco Unified Intelligence Center Reporting (CUIC).
Secondary technical skills- Good knowledge and hands on experience in the following- Cisco Packaged Contact Center Enterprise (PCCE) Enghouse Recording solution. Nuance ASR/TTS.
Inspiration Manpower Consultancy, one of the fast growing end-to-end Recruitment & Staffing Solutions Consultants in India, was established in the year 2008, Inspiration Manpower provides a comprehensive, end-to-end recruitment solution, that covers every need of the customer, throughout the recruitment cycle.
Our team of experts, with over a decade of experience, bring the best practices & methodologies in the industry. This helps us deliver the optimal solutions for even the most complex challenges to our global customers across industries. Inspiration Manpower leverages technological advance to bring speed, agility and cost efficiency to the whole gamut of processes.
Job Description :
To ensure customer service and support all operations. To create customer delight at every interaction.
Interacting with external customers and internal customers and addressing their queries, requests and complaints.
Committed TATs are met consistently
Complaints Management- addressing customer complaints at the branch, system updation, coordination with Sales/HUB/ other functions for resolution.
Refunds processing and dispatch
Undelivered policy documents tracking and management.
Maintenance of all files and registers.
New Business Processing:-
Handling end to end New business processing starting from creation of Client id,Case start up, New business login, Follow up for policy issuance, Quality Check
Follow up with HUB for policy issuance of pending cases