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Contact Centre Senior Telephony Analyst
Recruiter
Call Centre Associates
Location
in North East , North East
Salary: CCH2620WT
Reference: £28-35k + Benefits
The Company
This is a new and exciting opportunity within this blue chip multi site organisation based in the North East. This is a key role to manage and support the telecoms manager in the daily need of effective call routing and UAT testing of telephony systems used within the contact centre. You will need a good communication style and have good working knowledge of routing and scripting systems.
The Role
Key Accountabilities of the role include:
1. To provide support of the telephony process and co-ordinate any telephony changes across the business
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 to implement minor changes to routing strategies.
5. To work and build and excellent relationships 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 support project implementations within the telephony and contact centre for new deployment, major changes and existing changes to the contact centres.
8. To be operationally aware and to act as a point of contact including all systems related problems and queries.
9. To lead, motivate and develop a team of analysts including arranging personal development program whilst not interfering with company targets
Knowledge and Experience
• Good level of experience of telephony systems within the contact centre environment.
• Proficiency in call routing and scripting
• Ability to communicate effectively with all levels of the business and strong negotiating skills.
• Knowledge of User acceptance testing would be an advantage, but not essential
• The ability to demonstrate being proactive and delivering against set targets
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
This is a new and exciting opportunity within this blue chip multi site organisation based in the North East. This is a key role to manage and support the telecoms manager in the daily need of effective call routing and UAT testing of telephony systems used within the contact centre. You will need a good communication style and have good working knowledge of routing and scripting systems.
The Role
Key Accountabilities of the role include:
1. To provide support of the telephony process and co-ordinate any telephony changes across the business
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 to implement minor changes to routing strategies.
5. To work and build and excellent relationships 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 support project implementations within the telephony and contact centre for new deployment, major changes and existing changes to the contact centres.
8. To be operationally aware and to act as a point of contact including all systems related problems and queries.
9. To lead, motivate and develop a team of analysts including arranging personal development program whilst not interfering with company targets
Knowledge and Experience
• Good level of experience of telephony systems within the contact centre environment.
• Proficiency in call routing and scripting
• Ability to communicate effectively with all levels of the business and strong negotiating skills.
• Knowledge of User acceptance testing would be an advantage, but not essential
• The ability to demonstrate being proactive and delivering against set targets
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
Recruiter:Call Centre Associates
Website: http://www.callcentreassociates.co.uk
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Published at 18-08-2008
Viewed: 1043 times
Viewed: 1043 times
