IVR Jobs in Bengaluru

Job Description: As the Technical Support Manager for Lenovo, you will lead a high-performing team dedicated to providing exceptional technical support for gaming laptops and other Lenovo products. You will be responsible for ensuring that service levels, including AHT, abandonment rates, and first call resolution, are met and exceeded. Your role involves developing improvement plans to enhance customer experience, managing key performance metrics, and working closely with other service teams to resolve critical escalations. You will also be instrumental in designing, implementing, and enhancing processes that support the technical support function, focusing on team development and driving operational efficiency. 1.1.1. Responsibilities: 1. Team Leadership & Performance Management: Lead a team to meet and exceed service levels such as AHT, SLA%, Abandonment Rate, and Average Speed to Answer. Develop and implement plans to achieve high-quality metrics like First Call Resolution, Repeat Dispatch Rates, and Turnaround Time. Focus on the individual development of team members, enhancing both their technical and professional skills. 2. Customer Experience Focus: Ensure a high level of customer satisfaction by managing and resolving escalations and ensuring first-call resolutions. Collaborate with other service towers and directly with customers to address critical issues and enhance the support experience. 3. Operational Optimization: Plan capacity, hiring, and training requirements in coordination with business operations to optimize workforce effectiveness. Develop and implement processes, systems, and best practices to support the technical support function, ensuring operational efficiency. 4. Performance Metrics & Continuous Improvement: Create and track metrics to measure the effectiveness of technical support and drive improvements. Design and implement performance tracking systems for technical support teams, ensuring measurable outcomes. 5. Technical Troubleshooting Expertise: Demonstrate deep knowledge of gaming laptops and technical troubleshooting processes. Ensure the team is equipped to handle complex technical issues and provide solutions for gaming and notebook technologies. 1.1.2. Key Functional/Technical Competencies: Technical Expertise: Knowledge of gaming laptops, notebook technologies, and troubleshooting techniques. Analytical Skills: Proven track record of using data to manage and improve technical support performance. Operations Management: Experience in managing large-scale operations in enterprise or service provider environments. CRM & Incident Management: Familiarity with tools like MSD(CRM), Oracle RightNow, and incident tracking systems. Leadership & Coaching: Ability to develop teams, drive improvements, and enhance both technical and customer-facing skills. Multi-tasking & Detail-oriented: Capable of managing multiple projects simultaneously and with attention to detail. 1.1.3. Key Behavioral Competencies: Customer-Centric: Demonstrated focus on delivering superior customer service and problem resolution. Integrity & Work Ethic: Highest level of integrity and a strong work ethic, committed to delivering high-quality results. Problem Solving: Sharp analytical skills and the ability to devise effective solutions in complex scenarios. Adaptability: Ability to thrive in a fast-paced, dynamic environment and adapt to changing conditions. Initiative & Ownership: Self-driven with a focus on achieving results without constant supervision. Teamwork: Strong collaborator who acts as an owner and is focused on delivering results with high standards. 1.1.4. Education/Qualification: Graduation (preferably in a relevant field such as IT or Engineering) 1.1.5. Work Experience: 7-10 years of experience in the IT service industry, with at least 6 years in technical support management, including people management. Proven experience in managing remote support teams and overseeing both voice and non-voice processes. Strong background in developing and managing technical support operations with a focus on gaming and notebook devices. 1.1.6. Why Work at Lenovo: Lenovo is committed to providing an inclusive, innovative, and growth-driven environment. As a leader in the global technology market, we offer opportunities to work on cutting-edge products and solutions. Join our team to make a meaningful impact on customer experience, lead high-performing teams, and drive technical excellence within a fast-paced, dynamic environment. Qualification : Any Graduate

If you re looking for a career where you can make a real impression, join HSBC and discover how valued you ll be. HSBC is one of the largest banking and financial services organizations in the world, with operations in 62 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realize their ambitions. We are currently seeking an experienced professional to join our team in the role of Manager - Contact Flow Management Principal responsibilities As a Manager Contact Flow Management, you'll work within Contact Centre, to conceive, develop and produce effective IVR automated responses to customer enquiries. IVR designing and governance for WPB markets. Technology Enhancements & Optimization (IVR, CIVR) Migration Deployment & Project Management of CC Technology Business as Usual Requests & Resolving Defects/Fixing Issues Representing business in Daily Stand-ups and other Pod level Agile ceremonies. Requirements Good understanding of contact center and digital technologies Experience of customer journey mapping, Optimization, and an eye for continuous improvement Ability to set clear strategic direction, aligned with Markets, Propositions, Channels and Functions Strong interpersonal skills and ability to bring the organization/teams along with us on this journey. Understands how to navigate the matrix and drive integration opportunities. Strong understanding of culture and experience positively driving culture Knowledge and experience of conversational AI considered a benefit. Bachelor s degree in technology discipline or related field preferred. Must have completed a minimum tenure of 2 years in a Assistant manager You ll achieve more when you join HSBC.

Job Title: Business Analyst Associate Location: Bengaluru Experience Required: 8+ years Education: BE/B.Tech/MBA Domain Knowledge: BFSI (Banking, Financial Services, and Insurance) Certifications: Certification in Business Analysis (e.g., CBAP, PMI-PBA) Notice Period: Less than 60 days Job Overview: As a Business Analyst Associate, you will support the analysis and design phases of projects by collaborating with business stakeholders to understand their needs and translate them into actionable solutions. Your role will focus on the pre-initiation, initiation, and design stages, working closely with business and technical teams. You will help validate solutions, support User Acceptance Testing (UAT), and drive change adoption for CLIENT programs and projects. Key Responsibilities: Requirement Elicitation Engage with stakeholders, including business users, management, and subject matter experts, to gather detailed business requirements. Conduct interviews, workshops, focus groups, surveys, and observations to document stakeholder needs. Utilize various elicitation techniques like brainstorming, document analysis, and prototyping to uncover business requirements. Requirement Analysis Analyze and prioritize business requirements to ensure alignment with business objectives and project goals. Break down high-level business and user requirements into functional and non-functional requirements. Identify gaps, inconsistencies, and conflicts in requirements and collaborate with stakeholders to resolve them. Documentation Create comprehensive documentation, including Business Requirements Documents (BRDs), Functional Specifications, Use Cases, User Stories, and Process Flow Diagrams. Maintain clear and concise documentation for ease of understanding and accessibility to all stakeholders. Stakeholder Communication Act as a liaison between business stakeholders and technical teams to ensure effective communication and a shared understanding of requirements. Facilitate meetings, presentations, and workshops to communicate findings, project updates, and recommendations. Solution Design & Implementation Collaborate with development teams to translate business requirements into functional specifications and technical requirements. Participate in designing and implementing solutions that meet business needs and improve operational efficiency. Provide input during design reviews to ensure solutions align with business requirements. Testing and Quality Assurance Develop and execute test plans, test cases, and test scripts to ensure that solutions meet business requirements and are defect-free. Conduct User Acceptance Testing (UAT), gather feedback, and refine solutions accordingly. Document and communicate test results to stakeholders. Data Analysis & Reporting Perform data analysis to support business decisions and provide actionable insights. Create and maintain dashboards, reports, and visualizations to track KPIs and project progress. Project Management Support Manage project timelines, deliverables, and resources to ensure successful project completion. Monitor and report on project progress, including risks, issues, and changes. Coordinate with project managers to ensure alignment with project plans and schedules. Continuous Improvement Identify opportunities for process improvements and recommend solutions to enhance business performance. Promote a culture of continuous improvement and innovation within the team and organization. Stay updated on industry trends and best practices to drive business improvements. Training & Support Provide ongoing support and training to stakeholders on new systems, processes, and tools. Develop training materials and conduct sessions to ensure successful adoption of solutions. Act as a point of contact for post-implementation support and troubleshooting. Industry and Domain Knowledge Stay updated on industry trends, regulatory changes, and best practices related to BFSI. Apply domain knowledge to ensure solutions align with industry standards and regulatory requirements. Domain Expertise Required: You should have experience in the following areas of Banking Operations: Wealth and Private Banking (Retail Banking) Retail lending and investing concepts Mortgage and credit card processes Contact Center Optimization (IVR, browser changes under digital channels) Branch optimization Payments International Payment Systems and Open-Banking API-driven payments End-to-End payment lifecycle experience Corporate payments, cash management, real-time/immediate payments ISO 20022 migration experience Investment and Commercial Banking (CMB) Corporate and cash management core products and services Trade operations, market liquidity, and capital flow Knowledge of regulatory issues and Automated Data Flow projects (e.g., RBI automated reporting systems) Skills & Qualifications: Educational Background: Master s degree in Business Administration or related field. Certifications: CBAP, PMI-PBA, or other relevant business analysis certifications. Technical Knowledge: Strong understanding of the Software Development Life Cycle (SDLC) and technical project management. Data Analysis Tools: Experience with tools like Excel, SQL, or Tableau for data analysis and visualization. Project Management Methodologies: Familiarity with Agile or Waterfall methodologies. Domain Expertise: Experience in Banking and Financial Services (BFSI), particularly in leading or participating in end-to-end digital transformation programs in Agile environments. Additional Expertise for Specific Projects: For Market Business Analysis (BA), the focus will be on analyzing business challenges and identifying requirements for digitization, especially in Agile environments (CSM certified, SAFe methodology). You will manage backlogs, engage stakeholders, and support market adoption efforts. For Digital Business Analysis (BA), you will collaborate with technology teams to ensure the solutions meet business needs. You'll work w...

About [24]7 Inc. Data is revolutionizing how we live and work, enabling us to glean insights and apply them across various aspects of our lives. At [24]7, we are leading the charge in applying data and machine learning to enhance customer acquisition and engagement. Our Customer Acquisition Cloud leverages cutting-edge AI and machine learning to target the right audiences, while our Engagement Cloud drives seamless customer interactions to deliver exceptional experiences. We cater to Fortune 100 companies worldwide, handling hundreds of millions of customer interactions each year enabling over 1.5 billion interactions annually. We tackle complex challenges in data processing, machine learning, and AI to develop Smart Agents that revolutionize customer interactions. Key Questions We Address: How do we process millions of events in a data stream to derive meaningful insights? How do we apply scalable machine learning algorithms to learn from vast data sets? How do we make real-time decisions in under 300 milliseconds, at scale, by leveraging learnings from live data streams? We utilize leading open-source technologies such as Akka, Scala, Undertow, Spark, Spark ML, Hadoop, Cassandra, and MongoDB. Real-time capabilities and platform scalability are at the core of our engineering efforts, and we constantly strive to innovate in the customer engagement space. As a Pre-IPO Silicon Valley-based company, we serve a prestigious portfolio of global brands such as Hilton, eBay, Time Warner Cable, Best Buy, Target, American Express, Capital One, and United Airlines. Our technologies reach over 300 million visitors online every month. Our team is dedicated to creating an empowering work environment and offers one of the best work cultures in Bangalore. Position: Full Stack Engineer - Product Engineering Team The Product Engineering team at [24]7 is focused on building next-generation platforms designed to deliver intuitive, seamless experiences for consumers interacting with companies via Web, Mobile, IVR (Interactive Voice Response), or traditional phone systems. Our products process vast volumes of data to predict consumer needs and preferences often before they are expressed. We are responsible for designing and developing innovative product features in areas such as big data, predictive analytics, modeling frameworks, mobile applications, and user interfaces. Our work involves creating high-performance, highly-available, and reliable products deployed in distributed environments to deliver services through a SaaS model. Key Responsibilities: Design and implement new product features from the ground up in areas including big data, predictive analytics, mobile applications, and user interfaces. Build scalable, high-performance, and distributed systems to support mission-critical services. Collaborate with cross-functional teams to deliver solutions that exceed customer expectations. Focus on system reliability, availability, and performance while maintaining best practices across the software development lifecycle. Contribute to the overall architecture and design of cutting-edge solutions. Required Qualifications: Strong fundamentals in Computer Science, including expertise in Data Structures, Algorithms, Operating Systems, and Databases. Proven experience as a Full Stack Engineer, with a deep understanding of object-oriented design principles and experience in object-oriented programming languages (Java, Ruby, Python, Scala, etc.). Expertise in developing web-based user interfaces, including HTML, JavaScript, and CSS. Strong communication skills, with the ability to collaborate and explain complex technical concepts to non-technical stakeholders. Experience in developing high-performance, distributed systems is highly desirable. Solid knowledge in system and database design. Experience across the full software development lifecycle. Familiarity with agile methodologies and experience in working with cloud-enabled services and applications. Preferred Qualifications: Exposure to open-source technologies is a plus. Familiarity with cloud platforms and services (AWS, Azure, GCP) is highly valued. Education: Bachelor's degree in Computer Science, Engineering, or a related field. If you are passionate about working on impactful, large-scale problems with cutting-edge technologies, join us at [24]7 to innovate and contribute to the future of customer engagement. Qualification : Bachelor's degree in Computer Science, Engineering, or a related field.