Microsoft India (R and D) Pvt Ltd

Job Description:

This is a tremendous opportunity to define and refine the support channel and provide intelligence back into this team around how to optimize the online self-service offerings with the intent of ensuring that employees can find the information they need and complete relevant transactions online thereby deflecting the need to enter the AskHR experience. And when employees go into an assisted support scenario, that their experience is positive and easy. 

The person hired for this position will be responsible for:

Defining what a world class enterprise quality support experience should look like once an employee inquiry is submitted.

Conducting a gap analysis between current state and desired state for the customer support experience

Defining requirements in the form of recommendations that could be laid out and align to the broader organizations roadmap over the next 2-3 years 

Responsibility for working with the business groups and our IT partners to deliver against that roadmap. This would involve the consideration of enhancements potentially including chat, chatbots, mobile experiences, Win8 applications, telephony models, remote desktop, CRM enhancements, optimized analytics, etc. 

Additionally, the process by which employee questions are submitted, routed, responded to, and closed would be closely analyzed and optimized.

Facilitating the process of gathering and prioritizing tool and process feedback from key operational stakeholders in partnership with CBO program subject matter experts, vendors and IT partners

Organize our approach to training of worldwide support teams for delivery by regional leads

Assisting with quarterly Business Process Regression Testing (BPRT) and User Acceptance Testing (UAT) processes, including scenario and test case generation, end-user testing logistics, testing execution and business sign-off.

Facilitating successful transition of tools into ongoing maintenance and excellent operational execution after go live.

Salary:Not Disclosed by Recruiter

Industry: IT-Software / Software Services

Farea: ITES, BPO, KPO, LPO, Customer Service, Operations

Role:Operations Manager

Keyskills:User Acceptance Testing Business Process Regression Testing Remote DesktopGap AnalysisCustomer Support End UserCustomer Service Channel Management Program Management Business Analyst Assisted Support

Desired Candidate Profile:

Education: UG - B.A - Any Specialization, B.Sc - Any Specialization 

PG - Any Postgraduate - Any Specialization 

Doctorate - Doctorate Not Required

The following basic qualifications are required:

Familiarity with enterprise quality, global online self-service sites (eg: http://microsoft.com/support>, http://support.xbox.com>)Understanding of support channel management and the tools typically found there (eg: CRM, chat, analytics)

Experience within a d services organization providing online and assisted support to a global organization

Ability to synthesize analytics related to incoming inquiry volume and interpret in the form of recommendations to either improve the self service offering or optimize the experience of the employee within the support channel

Demonstrated experience in project management, business process mapping, business requirements design, data analysis and end user testing required

Excellent organization and project management skills- this will require aggressive planning, organizing and coordinating, negotiating, establishing effective cross-team relationships, prioritization, and delivery against objectives

Demonstrated excellence in strategic thought leadership, stakeholder management, customer service, change management and building productive partnerships at all levels within a matrix organization

10+ years of managing technical projects E2E

2-5+ years of change management experience within large organizations

5+ years of program management

Some prior experience utilizing business process optimization methodologies (six sigma/lean/Green Belt Certification) a plus

Solid knowledge and proficiency in Visio, Access, Excel, MS Project

BA/BS or equivalent work experience is required

Keywords: Operations, Online, d Services, CRM, Chat, Tier 0, Tier I, Assisted Support, Help, Customer Service, Channel Management, Program Management, Business Analyst

Company Profile:

Microsoft India (R and D) Pvt Ltd 

http://www.microsoft.com

Microsoft. Come as you are. Do what you love. We2019re a global company, located in over 100 countries, but we often act like a startup. We do software 2014 but we also do hardware, services, research, and community outreach. We work hard, but we value work/life balance, and each of us defines what that means to us. So why not explore what we do, where we do it, and what life is really like at Microsoft? You just might be surprised.

Contact Details:

Contact Company:Microsoft India (R and D) Pvt Ltd

Reference Id:892429

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