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Contact Centre Technology Expert Leader
2 weeks ago
Contact Centre Technology Expert Leader Job Description
This role is responsible for leading project handling of the Contact Center by raising IT requirements, designing new processes and features within the CRM and IVR channel.
You will provide efficient solutions to increase productivity, First Call Resolution, and Net Promoter Score by managing service migration to self-service channels and enabling automation to tasks and processes.
As an IVR Channel Owner, you need to have an astute knowledge of the working dynamics of IVR technologies and ensure the self-service proposition meets the demands of the Contact Center business by employing new strategies and solutions that increase digital migration.
You will also be the first line of support for all Avaya and telecom-related issues and work with respective IT stakeholders to ensure smooth functioning of Contact Center telephony apparatus.
Main Accountabilities
- Supervising work assigned to the team and ensuring that all work within a specific area of activity is carried out efficiently, consistent with operating procedures and policy.
- Leading the team in identifying potential areas of improvement and opportunities to streamline tasks by introducing system automation to increase operational efficiency.
- Enabling STP processes for service handling to reduce fulfillment timeliness for enhanced customer experience.
- Having an in-depth understanding of contact center requirements and working closely with the operations team to formalize and author Project BRDs and improvement requirements.
