Track Manager - Cisco Contact Center
India
Apply now
Job Description
Track Manager - Cisco Contact Center
Noida, Uttar Pradesh

Job Summary

Job Summary The role focuses on analyzing contact center operations, gathering business requirements, and recommending process and technology improvements to enhance customer experience, operational efficiency, and agent performance. Key Responsibilities Gather, document, and manage business requirements. Identify process improvement opportunities and recommend solutions. Develop reports, dashboards, and operational insights using analytics tools. Support contact center technology implementations. Participate in testing, UAT, and system enhancement activities. Coordinate with business, operations, IT teams, and vendors. Track project risks, issues, and action items. Prepare documentation, training materials, and stakeholder communications. Qualifications Bachelor\'s degree in Business, Information Systems, Analytics, or a related field. 3+ years of Business Analyst experience, preferably in a contact center environment. Strong analytical, problem-solving, and communication skills. Experience with Excel, Power BI/Tableau, Salesforce, ServiceNow, and contact center platforms is preferred. Knowledge of Agile and Waterfall methodologies is desirable. Key Skills Business Analysis Data Analytics & Reporting Process Improvement Stakeholder Management Project Coordination Contact Center Operations Customer Experience Management Communication & Presentation Skills Executive Takeaway This is primarily a Business Analyst role for Contact Center operations, combining requirements gathering, process improvement, reporting and analytics, stakeholder management, and support for technology implementations. It requires strong analytical capabilities and experience with contact center tools and platforms

Key Responsibilities

Job Summary The role focuses on analyzing contact center operations, gathering business requirements, and recommending process and technology improvements to enhance customer experience, operational efficiency, and agent performance. Key Responsibilities Gather, document, and manage business requirements. Identify process improvement opportunities and recommend solutions. Develop reports, dashboards, and operational insights using analytics tools. Support contact center technology implementations. Participate in testing, UAT, and system enhancement activities. Coordinate with business, operations, IT teams, and vendors. Track project risks, issues, and action items. Prepare documentation, training materials, and stakeholder communications. Qualifications Bachelor\'s degree in Business, Information Systems, Analytics, or a related field. 3+ years of Business Analyst experience, preferably in a contact center environment. Strong analytical, problem-solving, and communication skills. Experience with Excel, Power BI/Tableau, Salesforce, ServiceNow, and contact center platforms is preferred. Knowledge of Agile and Waterfall methodologies is desirable. Key Skills Business Analysis Data Analytics & Reporting Process Improvement Stakeholder Management Project Coordination Contact Center Operations Customer Experience Management Communication & Presentation Skills Executive Takeaway This is primarily a Business Analyst role for Contact Center operations, combining requirements gathering, process improvement, reporting and analytics, stakeholder management, and support for technology implementations. It requires strong analytical capabilities and experience with contact center tools and platforms

Skill Requirements

Job Summary The role focuses on analyzing contact center operations, gathering business requirements, and recommending process and technology improvements to enhance customer experience, operational efficiency, and agent performance. Key Responsibilities Gather, document, and manage business requirements. Identify process improvement opportunities and recommend solutions. Develop reports, dashboards, and operational insights using analytics tools. Support contact center technology implementations. Participate in testing, UAT, and system enhancement activities. Coordinate with business, operations, IT teams, and vendors. Track project risks, issues, and action items. Prepare documentation, training materials, and stakeholder communications. Qualifications Bachelor\'s degree in Business, Information Systems, Analytics, or a related field. 3+ years of Business Analyst experience, preferably in a contact center environment. Strong analytical, problem-solving, and communication skills. Experience with Excel, Power BI/Tableau, Salesforce, ServiceNow, and contact center platforms is preferred. Knowledge of Agile and Waterfall methodologies is desirable. Key Skills Business Analysis Data Analytics & Reporting Process Improvement Stakeholder Management Project Coordination Contact Center Operations Customer Experience Management Communication & Presentation Skills Executive Takeaway This is primarily a Business Analyst role for Contact Center operations, combining requirements gathering, process improvement, reporting and analytics, stakeholder management, and support for technology implementations. It requires strong analytical capabilities and experience with contact center tools and platforms

Other Requirements

Job Summary The role focuses on analyzing contact center operations, gathering business requirements, and recommending process and technology improvements to enhance customer experience, operational efficiency, and agent performance. Key Responsibilities Gather, document, and manage business requirements. Identify process improvement opportunities and recommend solutions. Develop reports, dashboards, and operational insights using analytics tools. Support contact center technology implementations. Participate in testing, UAT, and system enhancement activities. Coordinate with business, operations, IT teams, and vendors. Track project risks, issues, and action items. Prepare documentation, training materials, and stakeholder communications. Qualifications Bachelor\'s degree in Business, Information Systems, Analytics, or a related field. 3+ years of Business Analyst experience, preferably in a contact center environment. Strong analytical, problem-solving, and communication skills. Experience with Excel, Power BI/Tableau, Salesforce, ServiceNow, and contact center platforms is preferred. Knowledge of Agile and Waterfall methodologies is desirable. Key Skills Business Analysis Data Analytics & Reporting Process Improvement Stakeholder Management Project Coordination Contact Center Operations Customer Experience Management Communication & Presentation Skills Executive Takeaway This is primarily a Business Analyst role for Contact Center operations, combining requirements gathering, process improvement, reporting and analytics, stakeholder management, and support for technology implementations. It requires strong analytical capabilities and experience with contact center tools and platforms
Apply now
Information at a Glance

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026 totaled $14.8 billion.