Opportunity For AACC Professionals @ Hyderabad
- Primera Medical
- 7 - 12 years
- Hyderabad
- 5 years ago
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Job Description
PrimEra is Hiring Avaya Aura Contact Center Professionals @ Hyderabad
Please find JD and share your confirmation to proceed with your candidature.
Avaya Contact Center Platform
1.Supports the development and technical administration of enterprise Avaya Contact Center Platform.
2.Collaborates with leadership, plans, oversees installation, maintenance and day to day operational support of contact center applications and hardware.
3.Identifies, analyzes and reports/resolves issues, as prioritized to address department goals and business strategy.
Experience:
1. Avaya: 5 years (Required)
2. Avaya Contact Center Elite: 5 years (Required)
3. Contact Center Advocate: 5 years (Required)
4. CMS: 3 years (Required)
5. Avaya Elite Multi-channel: 3 years (Required)
6. Portal with POM: 3 years (Required)
License/Certification:
1. Avaya Contact Center Certification (Preferred)
Duties and Responsibilities
1. Provide real-time monitoring via available tools (Avaya WFO Real-Time Adherence, Avaya CMS Supervisor, etc.) and workforce management techniques to make intra-day adjustments in an effort to maximize resource efficiency and achieve service level goals / business objectives.
2. Perform continual analysis of current performance (noting recent historical trends) and conduct real-time re-forecasting to make necessary adjustments in staffing plans and coordinate with Operations teams to achieve service level goals / business objectives for a multi-site operation.
3. Responsible for balancing client driven service level and abandonment rate goals with cost efficiencies through agent occupancy management.
4. Maintain constant communication with Operations teams to coordinate needed staffing adjustments based on current and forecasted results.
5. Compare actual results to forecasted results, identifying opportunities for improvement.
6. Provide daily/intra-day performance reports and status to leadership.
7. Other related duties as assigned.
Skills
- 1. Customer Focus: must demonstrate competency in dealing with all levels of employees /management and building strong relationships with teams and all organizational customers.
- Functional/Technical Skills: must possess strong quantitative, analytical and technical aptitude skills
- Drive for Results: must possess the ability to work under pressure, meet deadlines and be accountable for performance.
- Time Management: must be able to multi-task, be detail oriented and demonstrate strong organizational skills.
- Interpersonal Savvy: must demonstrate excellent interpersonal skills with all levels of organizational customers and team members.
- Written Communication: must possess the ability to effectively, accurately and concisely convey thoughts and concepts, and provide information to all organization customers.
- Problem Solving: must demonstrate the proactive ability to find and define problems, understand business impact, identify solutions and provide recommendations for corrective action.
- Decision Quality: must possess the ability to work independently, establish priorities and demonstrate good judgment skills.
- Learning on the Fly: must be willing and able to take the initiative for learning, increasing knowledge and improving skills in a self-directed manner to improve performance and position added-value.
- 10. Dealing with Ambiguity: ability to adapt and excel as a team player in a fast-paced and change-oriented environment
If interested, please share your resume to ar********y@pr************e.com.
We would review and connect back to you for further process
Job Classification
Industry: OtherFunctional Area: IT Software - Application Programming, Maintenance, Role Category: System Design/Implementation/ERP/CRMRole: System Design/Implementation/ERP/CRMEmployement Type: Full timeEducation
Under Graduation: Any Graduate in Any SpecializationPost Graduation: Any Postgraduate in Any SpecializationDoctorate: Any Doctorate in Any SpecializationContact Details:
Company: PrimEra Medical Technologies Private LimitedAddress: 1-98/9/6/MT/9-A,B and C,9TH FLOOR,MELANGE TOWER,NO, . 23/37,MADHAPUR, , Hyderabad, Telangana, IndiaLocation(s): Hyderabad
Keyskills: Avaya Aura Contact Center Build Avaya Aura Contact Centre Deployment AACC Implementation
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