ASSOCIATE DIRECTOR - CALL CENTER EXP. - Vimerse Infotech : Job Details

Associate Director Onsite NYC,NY FTE/Permanent Note - The candidate should have Call Centre exp.-its mandatory. Responsibility Category Description Help Desk Training Training We have a help desk team of around 175 (and growing) across 3 business functions - IT, Pupil Transportation and EmergencyManagement. We need a comprehensive review of the training strategy and help drafting a continuous training plan that ensures that the team can perform at an optimal level. Help Desk Process Improvement Business Process Re-engineering For the team above, we need a common sense review of the business processes, a review of the knowledge management practices, and bottom up process that drives improvement through feedback directly from the agents (in additional to a top-down coming from management) OCM & Training Support in Projects OCM & Training Some of our projects, especially modernization and digital government projects, have an important OCM component and we need leadership support around OCM strategy and execution for these engagements. OCM Offering OCM Develop OCM as a standalone offering for the Public Sector that can be offered to clients independently. Tech Career Pathways Training Tech Career Pathways initiative for high school students, that provides internship opportunities to high school students. Committed to 50 interns in the spring of 2023, and we hope to ramp up our engagement in 2024 & beyond. We need leadership to drive this initiative and make this program highly successful. Chatbot Content Training Review Chatbot interactions and provide feedback to make them more human Pupil Transportation Business Process Re-engineering Business Process Re-engineering Review business processes for the Client's LOBs to help increase operational efficiency and improve the customer experience