Job Description

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Job Description
Area: Contact Center Transformation Job Title: Manager, Utilities Energy Retail & Customer Service
Location: Gurgaon/ Mumbai/ Bengaluru Travel Required: Yes
Level: 7 Position Type: Full Time
Industry Experience Utilities Years of Experience 10 - 14 years
Job Description
Job Summary:
• To bring industry knowledge, world class capabilities, innovation and cutting-edge technology to our clients in the Utilities industry to deliver business value.
• To work with leading Utilities clients, major customers and suppliers to develop and execute global strategies, manage Utility Contact Center transformation initiatives and integrate customer solutions to meet changing business challenges
• Leverage expertise and experience in Contact Center transformation to design, implement and deliver enhanced capabilities for Utilities Customer Service teams
• Lead and support large retail transformation projects, leveraging Utilities domain knowledge and tool experience.
Work requires travel to client site for project work across geographies
Role Description:
• Minimum Experience of 4 - 5 years in improving contact center operations with overall experience of 7+ years
• Understanding & experience in IVR optimization, call containment/ deflection, channel analytics, call volume reduction, AHT optimization is must
• Experience with defining the contact center technology roadmap and implementation of Contact Center solutions like Genesys, Avaya, Cisco is preferred
• Good to have experience with implementing Visual IVR & virtual agents
• Good to have understanding of end to end Utility retail process across Acquisition, Move-in & Move-out, Credit and Collection, Billing and Payment processes
• Good to have experience in Digital Marketing, B2B Customer Experience and Pricing
• Domain experience in electricity, gas or water utilities industries in UK/US market will be added advantage
• Experience in identifying & managing business requirements, process design, prototyping, testing, training, defining support procedures and supporting implementations
• Strong analytical and communication skills, demonstrating skills in sharing and explaining complex concepts, creative and pro-active thinking and situational adaptation of these skills
• Program management experience and track record of successful delivery of large, complex programs
• Ability to work with minimal supervision and lead & manage large teams in a distributed consulting model
Qualifications and Education Requirements:
Education: MBA (Tier 1), Relevant accreditation for Utilities industry



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