Manager - Digital Collections - KPO/BPO/ITeS (5-10 yrs)

Qualifications & Skills:

1. Technical Skills:

- IVR Systems: Knowledge of IVR platforms like Genesys, Cisco, Avaya, or Twilio. Experience with developing and optimizing voice interaction workflows.

- WhatsApp Automation: Familiarity with WhatsApp Business API and integration with third-party tools like Twilio, Chatfuel, or WATI for automation.

- Chatbot Development: Experience with platforms like Dialogflow, Rasa, Microsoft Bot Framework, or IBM Watson. Proficiency in NLP (Natural Language Processing) and AI-driven chatbot development.

- Scripting Languages: Proficiency in scripting languages such as Python, JavaScript, or Node.js, for automation and integrating systems.

- Database Management: Understanding of data storage, APIs, and integrating chatbots/IVR with CRM or support tools.

2. Problem Solving & Workflow Design:

- Ability to design efficient, user-friendly workflows for both IVR and chatbots.

- Knowledge of automating repetitive tasks while ensuring personalization and customer experience.

- Experience with AI/ML models to enhance chatbot interactions or IVR functionalities.

3. Experience with Customer Support Automation:

- Experience implementing customer support systems with IVR, chatbots, and messaging platforms (e.g., WhatsApp).

- Knowledge of integrating chatbots with helpdesk software, ticketing systems, or CRM (Customer Relationship Management) tools.

4. Soft Skills:

- Communication: Strong communication skills to interact with stakeholders, understand customer needs, and provide clear solutions.

- Adaptability: Willingness to learn new platforms and tools as the automation space evolves.

Education:

1. Bachelor's Degree:

- Computer Science or Information Technology: Preferred, as it provides a strong technical foundation.

- Electronics and Communication Engineering: An alternative if the person has a strong grasp of voice systems and telecommunications.

2. Postgraduate Degree (Optional but Beneficial):

- Master's in Computer Science or Data Science: Especially beneficial if it covers AI, machine learning, or automation.

- MBA: For candidates looking at automation from a strategic or business improvement perspective.

3. Certifications:

- Google Dialogflow Certification or IBM Watson Chatbot Developer: Demonstrates expertise in chatbot platforms.

- Twilio Flex or Avaya Certifications: For IVR-specific skills.

- Project Management Certifications (e.g., PMP, Scrum Master) for those overseeing automation projects.