Instamojo Customer Operations is looking for a System & Solutions Lead and CX enthusiast to be a part of the Strategy and CX team in Bangalore. As the Systems and Solutions Lead, you will work proactively with cross-functional teams and with external partner teams to leverage technology-based solutions that improve - cost to serve-, and customer experience for business.

The role would require Subject Matter Expertise in managing:

1. Inbound Contact Centre Technology (CCT), Voice and Non-voice: IVR- .ACD/ CTI / Capacity planning, Chat, Email/ social media.

- Experience at designing efficient IVR user journeys& improving IVR self-service adoption is critical

2. Outbound Contact Centre Technology (CCT): Dialer, Voice blast, Campaign Management etc.

3. CRM Design: You are required to be good in handling CRM simplification and efficacy improvement projects, routine change management scoping, solutions evaluation with IT and vendors,

4. New-age / Digital platforms for service like: Website or mobile app-based self-care, BOTs (voice, non-voice), WhatsApp, Facebook, Twitter, Missed Call Alert based information/ request provisioning

5. Support Systems (internal facing) like: Knowledge Management Portal, Learning Management Portal, Business Intelligence systems

You will be good at leveraging data analytics to draw actionable insights and solve business problem statement and aid appropriate solutions designs.

You will be able to work well with diverse group of people and manage a large team of Subject Matter Experts within the unit.

You will lead and support all transformational and change management initiatives that have a dependency on technology or systems front.

Key Role Objectives:

1. Drive - cost to serve- reduction by improving IVR, CRM and digital self-service channels efficacy

Measure of Success: Calls per subscriber (measured as ratio of active base) reduction against the baseline

2. Drive positive NPS for the core / alternate customer service channels

Measure of Success: Percentage Improvement in NPS scores against the baseline.

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