MagicBricks - Senior Manager Technology - Contact Centre (10-14 Yrs) Noida (Others)

This role presents a challenging opportunity to setup from scratch and manage the technology and infrastructure operations for Magicbricks contact centres across multiple cities in India. Location: The position will be based out of Noida. The role would require occasional travel to other cities in Delhi NCR and other Metros in Infrastructure Management : - Own and manage contact centre infrastructure including servers, network and storage devices, telco connectivity, dialer hardware components - Own and manage Dialer Application, data workflows, data migrations and reporting - Own and manage data security and implementing data encryption at various layers - Own and manage dialer capacity forecasting planning, allocation of capacity to various processes, dialer performance, voice quality and SLAs - Own and manage the integration of dialer system with various CRM systems Strategic Management / Process Management : - Work with Technology, Product, Operations and Sales teams to conceptualize implement business changes dialer enhancements in alignment with business needs - Work with process owners to implement dialer strategies as per process needs - Define contact centre processes SOPs - Conduct regular audit at all levels to ensure compliance to policies and processes - Manage cost effective operations while ensuring good customer experience and adherence to the SLAs Skills : - BCA / MCA / BE in Information Technology or related fields - Has setup and run contact centre operations from scratch at scale - 10 - 14 years of experience in managing technology infrastructure in Domestic / International Contact Centres / BPOs - Strong knowledge of Dialer Systems and a good grasp of its features and capabilities - Good knowledge of Network Appliances - Firewalls, Routers, Modems, GSM Gateways and PRI Cards - Good knowledge of both Inside Sales and Customer Support processes, preferable in ecommerce domain - Good general management and vendor management experience, including business negotiations and purchase management

Required Skills : English