Job Description :

We have a very urgent open requirement with our client - TCS.

Job Title / Position: Product Manager - Call Center
Location: Raleigh-Morrisville, NC
Duration: 6 Months

Detail of Requirement

Mandatory Technical Skills

1. Experience using Jira and Atlassian agile templates is strongly desired
2. Demonstrated knowledge of the software development life cycle, agile methodologies, and Pragmatic Marketing
3. Strong planning, written and verbal communication skills
4. Proficient in system analysis, procedure analysis, and problem resolution is required
5. High level of customer focus, establish and maintain good customer relationships as an organizational leader
6. 5+ years'' of related business project manager, financial services, software development experience
7. Program Management Professional (PMP) and Scrum Master certification is a plus

Soft Skills

1. Be an end-user and process expert in the designated product area: understanding the call center management process, problem diagnostics, call routing, escalation management, vendor integration etc.
2. Implements Agile practices to facilitate the incremental and adaptive deployment of in-house developed call center management solution- (User Stories, TDD, Continuous Integration, Continuous Testing)
3. Build and document a successful and reproducible Agile foundational framework that can be adopted by other teams within the organization
4. Lead & plan the deployment of the final solution including end user training; Identify cross-functional & Geo dependencies while developing/executing the project plan
5. Collect and translate market requirements into product requirements in the form of problems, user personas, and scenarios
6. Lead decision-making, issue resolution, managing risks, legal/compliance implications and building consensus among the team members and dependent teams
7. Work with client services Delivery Business to drive reporting requirements around key KPIs that can measure services delivery readiness & effectiveness

Total Experience Required: 5+ years