Technical Project Manager |bpo industry

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Technical Project Manager (bpo industry)
F
FIS GURGAON
Haryana
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₹25L–₹30L a year
Full–time
Position - Technical Project Manager

Experience - 10+ years

Location - Gurgaon
Relocation is also allowed

Salary - 25 to 30 L p.a max
Willing to work in night shifts as well as rotational shifts.

Job Description:

BPO INDUSTRY EXPERIENCE MANDATORY
This is a pivotal role within the digital business responsible for client’s development, scale, and
delivery of digital transformation initiatives.
What You Will Be Doing
 Deliver Techno-functional [50:50] consulting services in Digital transformation for New Gen
contact center Implementations using Advance Digital Technologies
 Lead cross functional data and strategy mappings to perform Leakage Analysis, performance
improvement, Impact Analysis, and business transformation
 Leverage knowledge of industry best practices & proven practices using various FIS/3rd
Party solutions
 Evaluate complex Situations using diverse source of Information, Run and lead discovery
strategy phases of work, develop business transformation vision, value roadmap, high-level
target solution designs, target experiences etc.
 Manage the execution of detailed project Plans independently by working closely with
onshore and offshore teams in design, development, testing, Implementation, and product
release teams
 Analyse new and existing customers KPI performance and develop Back office/ Contact
center improvement plans
 Manage and Mitigate Project Risks and Roadblocks using effective FMEA (Failure Mode
Effect Analysis) Processes
 Managing projects to adhere the timeline, Budget and Scope - Perform daily, weekly &
monthly project cadence and reporting
 Responsible for successful delivery of Back office and contact center improvement
recommendations resulting in highly satisfied, referenceable clients
 Develop presentations and present consulting recommendations to Senior Executive
Sponsors and Executive Level leadership.
 Work closely with FIS’s teams like Knowledge Management, Quality Assurance, Learning,
Workforce Management (WFM) and Reporting & Analytics to holistically help clients realize
their outsourcing objectives.
Implementation-Conversion Manager
Gurgaon

Preferred Experience:
 Proven experience of delivering / managing Technical Contact Center Implementations:
using milestones to align project management and system development lifecycles and report
project success.
 Proven operational excellence and client services experience in Back office/contact center
industry specifically in Digital and CX transformation
 Cross domain experience includes Banking Financial Services & Insurance etc.
 Experience in handling different kinds of Contact Center process solutions like inbound,
outbound, sales & marketing campaigns, handling employee queries, customer support desk
 Experience in working on leading service desk platforms like ServiceNow, Zendesk, Jira, Rally
etc.
 Experience in working on integrated contact center environment consisting of technology
for Delivery & Service Management, WFM, Learning, Reporting & Analytics and Quality.
 Experience with contact center Workforce Management, Intelligent Routing, IVR and ACD
logic flow, Digital (OCR) routing
 Flexible to work in shift (If required only) – 24/7/365 availability, including willingness to
work on weekends, and outside of the “standard” workday.
 Overall, 10-12 years of Total experience in back office / middle office, including leadership &
management of business operations / Digital Technologies / RPA transformation projects
Primary Skill
 Fair Understanding of Advance Digital Technologies like Omni Channel, Conversational IVR,
Chat/Voice Bots, Unified Desktops, Speech to Text, Text to Speech, NLP, AI/ML
Implementations and RPA
 Understanding of data Integration methodologies like SOAP, REST, MQ etc. and familiarity
with relevant tools
 Experience of 4 years with Software Development (Product House) is preferred
 Experience of migration of microservices from one environment to another
 Sit at the intersection of three key areas: the technology team, the client, and the business
 Understanding of data transformation between solutions- Business Analytics/ Business
Intelligence
 Handle multiple Projects in different phases together, Research along the project delivery
and optimize project timelines and budgets
 Proven ability to influence cross-functional teams without formal “direct-line” authority
 Excellent verbal, written communication, and presentation skills are a must
 Expertise in contact center reporting and analytics
 Expertise in financial modelling (e.g., cashflows, TCO, ROI, breakeven analysis)
 Ability to identify process re-engineering requirements against end-to-end service
provisioning.
 Proficiency in Microsoft office Suite including MS Project & Visio
 Have PMP or related project management certifications (desirable)

Job Type: Full-time

Salary: ₹2,500,000.00 - ₹3,000,000.00 per year

Schedule:
• Day shift
• Flexible shift

Ability to commute/relocate:
• Gurgaon, Haryana: Reliably commute or planning to relocate before starting work (Required)

Experience:
• total work: 7 years (Required