Contact Center - Business Operations

Overall Objectives of Job: (If multiple sections, accord weightage to each section)

• Good technical and analytical skills and experience working in Contact Centre support
• Good knowledge on testing support, doing SAT, tracking defects
• Good communication skill along with Email, handling customer queries
• Good understanding of tools like SNOW, JIRA, Confluence, Zephyr, Dynatrace, Github, collaboration tools etc.
• Knowledge on operational incidents, Problem, SLA , IMACs
• Co ordination with suppliers for Changes, Incidents and demands
• Familiar with Voice network technologies, like PSTN, IP phones, softphone
• Support patch management systems provided by suppliers to update applications automatically
• Understand of LAN, WAN and applications infrastructure
  
  

Actively manage the internal communications of the program including communication mailers, project support. Actively drive and follow up on tasks resulting from various workshops and technical meetings.

Prepare monthly reports, schedule required meetings and circulate the minutes.

100%

PART 3

Responsibilities

Duties and Responsibilities

List in order of importance and state approximate weightage accorded to each.

Primary responsibility to support Contact Center Operation

50%

Infrastructure Cloud Operations best practices and support

25%

Infrastructure Network optimization and support

25%

PART 4

Skills

Qualification, Experience, Technical and Functional Skills

• Graduate BE, BTECH, BSc.
• Experience in tools like JIRA, SNOW
• Understand the SaaS solution
• Experience in comparable role
  
  

PART 5

Key Competencies

• Understanding of SaaS solution
• Understand IT Network environments
• Experience in Contact Center
• Understanding of various tools like JIRA, SNOW
  
  

Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and the world around us.

We at Allianz believe in a diverse and inclusive workforce and are proud to be an equal opportunity employer. We encourage you to bring your whole self to work, no matter where you are from, what you look like, who you love or what you believe in.

We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, disability or sexual orientation.

Join us. Let's care for tomorrow.