We are looking for a highly motivated individual with experience of Contact Centre Technology , who possesses a clear understanding of Contact Centre dynamics and excellent communication skills. We are looking for someone who can demonstrate an advanced level of skill across a variety of technical and some project management areas, along with exceptional analytical skills.
Primary liaison between the Business and IT telecom. Responsible for managing the telephony infrastructure for all call centres, IVRs and telecom technology. Will work closely with the Business and call centres to understand requirements and ensure that their needs are met. Responsible for identifying call routing issues and working to get them resolved with minimal impact to our customers. Will represent the Business on Dell wide initiatives and help develop short term and long term strategies.
Salary: Not Disclosed by Recruiter
Industry:IT-Software / Software Services
Functional Area:IT Software – Telecom Software
Role Category:Programming & Design
Principal Telecom Project management Monitoring IVR Operations Manager Technology Routing Infrastructure Call center operations
Desired Candidate Profile:
Principal Duties and Responsibilities
Primary liaison between the Business and IT telecom
Manage IVR and telephony infrastructure including monitoring stability, processing requests and implementing technology.
Work on project teams to implement new and emerging technologies into call centre.
Identify, track and report issues with call routing, escalating issues when necessary.
Update internal databases to ensure that reporting is current and up to date.
Work closely with forecast planning team to ensure appropriate voice and data capacity is in place to execute allocation strategy.
Ensure all routing meets guidelines set by IT, the Business and voice of the customer.
Close queues during emergencies, holidays or meetings.
Assist call center operations desk in understanding telephony infrastructure.
Attend weekly and bi-weekly meetings with IT and other businesses. Knowledge, Skills, and Abilities:
Advanced knowledge and understanding of telecom technology.
Prefer experience with Avaya.
Ability to quickly identify issues and determine the appropriate resolution path.
Thorough knowledge of operational objectives, metric goals and organizational strategy.
Advanced written and verbal communication skills.
Strong organizational and time management skills to keep work flow consistent.
Must be able to multi-task and work on short deadlines
Prefer a Bachelor s degree or equivalent, with a minimum of two years experience in Customer Service Delivery or related
Interact with Senior/Area/Frontline Managers, IT, peers in other business organizations and functional peer group managers within Operations. Interactions will range from day to day planning/issue awareness to strategic objectives.
UG: B.Tech/B.E. – Computers
PG:Post Graduation Not Required
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