Contact Center Team Lead

Job Description :As a Technical Lead for the Contact Center System, you will be responsible for ensuring the smooth operation and maintenance of Porter's in-house Contact Center system. You will lead a team of engineers in managing and maintaining the in-house Contact centre servers (currently Ameyo being the vendor), which includes product customisation as well as server management and maintenance.Your primary responsibilities will include setting up necessary processes, documenting processes and ensuring adherence to them, monitoring SLA and quality metrics, reviewing incident reports, and driving the 1:1s for the team members to provide constructive feedback and growth opportunities.Requirements :- At least 5 years of experience in managing contact centre systems, preferably in an in-house environment.- Strong problem-solving skills and ability to troubleshoot complex issues.- Excellent communication and collaboration skills.- Experience in setting up processes and monitoring metrics.- Develop and implement call campaigns for various business verticals at Porter, including managing the campaign creation process from start to finish.- Develop and manage Interactive Voice Response (IVR) systems for various campaigns, ensuring that they are customised and mapped to different business parameters depending on the location and status of the driver.- Coordinate with other stakeholders, including the networking team and backend team, to ensure that all components of the contact centre system are integrated and running smoothly.Note : Must Have Hands on Ameyo Dialer or Cisco (ref:hirist.com)