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The Company This is a new and exciting opportunity within this blue chip multi site organisation based in the UK. This is a key role to manage and support the telecoms and contact centre multichannel services. You must be able to effectively communicate to technical and non technical contacts alike. The Role Key Accountabilities of the role include: 1. To work with the Operational Management Team to gather requirements for the design and roll out of the inbound voice services. 2. The set up of processes for new requests (call routing, modifications and new numbers) ensuring the operation understand the information required. 3. Manage all change requests in a planned and structured manner, reporting on updates and issues in terms of likely dates for implementation. 4. Ensuring all relevant call scripts are built, tested and approved. Also the implement minor changes to routing strategies. 5. To work and build and excellent relationship with the vendor to ensure all change requests to meet the business needs. 6. The general administration of the multichannel contact centre system, including the setting up of new users, also making changes and amendments as required. 7. To manage project implementations within the telephony and contact centre technology for new deployment, major changes and existing changes to the contact centres. 8. To be operationally aware and to act as the main vocal point in regards to solution design and routing architecture. Knowledge and Experience
• Strong experience in operational telecoms within the contact centre environment.
• Proficiency in IVR, ACD, CTI including of VOIP, traffic engineering and call management systems.
• Practical knowledge of Prince 2 or Six Sigma methodologies.
• Ability to communicate effectively with all levels of the business and strong negotiating skills.
• Proven track record of developing new initiatives and procedures to improve efficiency and quality.
• The ability to demonstrate passion for customer service and operational awareness Process and Timeframes To register your interest in this exciting opportunity please forward your CV detailing existing remuneration package by e-mail to- william@callcentreassociates.co.uk

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Published at 07-02-2008
Viewed: 784 times