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CSS Call Routing

4.00 to 9.00 Years   Mumbai City   20 Jul, 2022
JPMorgan
Job LocationMumbai City
EducationNot Mentioned
SalaryNot Disclosed
IndustryBanking / Financial Services
Functional AreaCustomer Care Executive
EmploymentTypeFull-time

Job Description

    The CSS Voice call routing Product Analysts lead will support:
    • Interpreting business needs and requirements and utilizing Genesys intelligent routing capabilities to design, build, test, implement and maintain creative routing solutions to provide better service for our customers.
    • End to-end call flow design/configuration and call delivery
    • Support all call routing RTP changes, projects, new site implementations, on-boarding, conversions and upgrades.
    • Design and implement contingency routing solutions to maintain call delivery to appropriate queues during outages and system issues in order to mitigate customer impact.
    Key Skills:
    • Medium to Advanced skills of telephony, Genesys, ISF and Call routing framework
    • Proficiency with Office applications (MS Excel , MS Powerpoint, MS Access, Visio, SharePoint)
    Key Competencies:
    • Strong understanding of the Genesys,Praesto and Call routing framework
    • Ability to connect with LOB business partners and understand the impact and ROI for the configuration changes being requested
    • Excellent written and oral communication skills, and strong presentation skills
    • Results and client focused with a sense of urgency
    • Self-starter, works well independently and as a team player
    • Ability to thrive in a dynamic and fast-paced environment
    ,

Keyskills :
ms accesscall flowcall routingoral communicationcommunication skillscssroirtpisfexcelvisiodesignaccessgenesysroutingoutagesbusinessanalyststelephony

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