Job description 

JD (Junior Program Manager Knowledge Management Team)
This team is responsible for managing both external (org level) and internal (CC) senior stakeholders
to seamlessly integrate the new changes into the Contact Centre. These changes encompass various
aspects, including org level changes, new feature launches and CC SOP modifications.
As a junior program manager within the Contact Centre Business Unit, the employee will play a
crucial role in managing the change integrations for CC when any platform level change is made.

Key Responsibilities:
? Project management - End to End Program Management for integration of Org Level
changes within the CC space.
? Risk management: Identify the project risks from the perspective of the contact centre, such
as increased volume influx, impacts on the customer experience, etc.
? Collaboration and Alignment: Ensure alignment between the various teams involved in the
program. Encourage open communication and collaboration to address any cross-functional
challenges that may arise.
? Integration Testing: Conduct thorough testing of the new platform in a controlled
environment before rolling it out to the entire CC. This helps identify and rectify any issues
or bugs before they impact customer interactions.
? Data Analysis: Collect and analyse data related to contact centre performance, customer
feedback, and operational metrics. Utilize insights to identify areas of improvement, propose
recommendations, and assist in decision-making processes.
? Process Improvement: Work with team leads to identify bottlenecks, inefficiencies, and pain
points in contact centre processes. Participate in process improvement initiatives,
streamlining workflows, and enhancing overall operational effectiveness.
? Training and Documentation: Develop training SOP’s and documentation for new processes,
tools, and systems used within the contact center. Conduct walkthrough sessions for
support teams to ensure a thorough understanding of updated processes and best practices.
? Quality Assurance: Collaborate with the Quality Assurance team to monitor agent
performance and adherence to defined quality standards.
? Stakeholder Communication: Maintain effective communication and articulate ideas from
CC standpoint with Senior stakeholders including program managers, directors, and relevant
departments. Provide regular updates on project progress, issues, and achievements.
? Tool Integration: Assist in the implementation and integration of new tools or software into
the contact centre. Ensure a smooth transition and provide support to operations during the
adoption phase.
? Customer Experience Enhancement: Collaborate with Customer Experience teams to
understand customer pain points and provide valuable feedback for improving customer
interactions and overall satisfaction.
? Monitoring and Reporting: Establish mechanisms to monitor the performance of the new
platform post-implementation. Continuously gather feedback from agents, supervisors, and
customers to assess the effectiveness of the changes.
? Process Refinements: SOP Refinements & Upgrades to keep pace with the ever-changing
requirements. These could be changes which are finalized & provided to KB or is asked to be
program managed by KB.

? Communication Requirement: Program Management of Customer centric Communication
requirements for use on various mediums (Voice, Chat, Email, In-App, social media, Push
Notifications, Alert SMS, etc.) to engage with our customers.
? Communication Requirement: Collaborating with the CC training team and creating
customer-centric communications at different customer touchpoints.
? Building Incident workflow: Creating a workflow for capturing CC queries/complaints and
collaborate with the product and CRM teams to integrate them into CC tools.

Requirements
? Bachelor any degree in any field
? Project management certification will be an added advantage.
? Overall, 6-8 years of work experience (Contact Centre experience will be an added
advantage)
? 1-2 years of experience in program management, project management, or a related role.
? Strong strategic thinking and problem-solving abilities.
? Excellent interpersonal skills with a focus on collaboration and rapport building.
? Strong communication skills, with the ability to influence and negotiate effectively.
? The contact centre environment is dynamic, so you need to be a quick learner with
adaptability to change and the ability to stay updated.
? Experience in stakeholder management and conflict resolution.
? Strong analytical and decision-making skills.