Job Description

Key Responsibilities :

- Collaboration with business stakeholders to gather and analyze requirements

- Understand the business needs to enhance productivity & efficiency of associates in the department

- Identify opportunities to automate processes & thereby help in reduction of overhead costs

- Engage with process spocs/TLs/Trainers in a workshop mode sessions & draft the business requirement document

- Carry out first level analysis of technical impacts wrt current systems in place

- Collaborate with the development team of Salesforce & Internal Users

- Co-ordinate with IT team & present the signed off BRD alongwith technical impact analysis

- Follow up with round of discussions with IT on feasibility & development timelines

- Align team including actual users for User Acceptance Testing basis tentative delivery dates

- Guide the team during UAT & empower team to sign off UATs

Train the Trainer model :

- Ensure UAT team trains specific business users alongwith Trainers on the development on the system

- Roll out the new initiative across the floor once the training of all users are completed

- Document the project/change request module and make it a part of training material for new joinees

Support BAU processes on system :

- Ensure team addresses the concerns of associates & customers facing technical/functional challenges while using CRM

- Ensure timely support notifications are sent out to IT by the team & follow ups made so that issues are resolved within SLAs defined/agreed with IT

- Weekly review meeting of both IT support & CRM team for RCAs & arrive at a consensus on delivery timelines

- Fortnightly review with manager, IT counterparts & head of department on the status of initiatives & prioritization of further requirements

- Attending as CC-IT Lead during inter-departmental meetings with Sales/Accounts for impact analysis of statutory guidelines imposed by Govt. & planning for its development/implementation in CC

Skills, Knowledge and Abilities : Co-ordination, Timely Implementation, Delivery roll-out, Training support, Team motivation, Proficiency in Apex, Visualforce, Lightning Component

Qualification : Diploma/degree in CS or IT, MBA preferably in operations, Salesforce Admin certified

Work Experience and Other Requirements : 5 years. Has played managerial role. Knowledge of customer care process in any industry.

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