This position is responsible for the successful management of Call Center Telecom Operations. Call Center Technology Operations is responsible for 1) Design, Build and Maintain the telecom infrastructure that process and delivers 250 million calls a years. 2) Design, build and maintain all call center agent desktop tools that will be used by 30,000 agents.
This role is responsible for building and managing a large team of call center technology staff, who collectively will ensure that all of the group's responsibilities are being met. The job responsibilities include, identifying best practices and establishing enterprise wide standards for the productivity and efficiency of all Call Center Technology Telecom Operations functions, including but not limited to ongoing maintenance, troubleshooting, deployments, upgrades, monitoring and day to day management of Tier 1 through Tier 3 support of the applications within the footprint. This role is also responsible for driving consistent processes across all teams, tracking key performance metrics, and managing new initiatives.
Additionally this role is responsible for translating the needs of the organization into business solutions to maximize benefits across the Call Center Telecom footprint. The position will have anywhere close to 4 direct reports and 25-50 Plus total team size of technology team to oversee.
MAJOR DUTIES AND RESPONSIBILITIES
Responsible for the support of all in-house developed call center operational applications.
Provides specific technical leadership as the subject matter expert in the following areas: Technology strategy, Technology Solution strategy, Architecture evolution, and Technology innovation.
Analyzes complex business needs presented by the user community and/or clients and recommends technical solutions.
Produces detailed timeline for each major capital project release s and implements effective project control by monitoring the progress of the software release and reporting the status.
Directs and prioritizes the work load of subordinate personnel.
Reviews all designs, code and unit test plans where applicable and reviews and approves all business requirements prior to the technical solution.
Participates on all hardware and software evaluations and maintains vendor contracts.
Performs salary administration and conduct interviews and make recommendations for new hires, consultants and/or replacement personnel.
Ensures financial assurance and alignment, monitors cost optimizations, and maintains continuous process improvements and efficiencies.
Actively and consistently support all technologies in the Call Center Telecom portfolio including:
Avaya Session Manager, Avaya System Manager, Avaya Experience Portal IVR, Aspect eWFM, Verint Call and Screen Recording, Virtual Hold, Call and Screen Recording, Computer Telephony Integration (CTI) systems (custom-built and Avaya Interaction Center), Call Routing, CRM Tools, Knowledge Management and Troubleshooting tools
Creates and monitors troubleshooting capabilities and documentation standards.
Drives the creation of troubleshooting flows for all applications and infrastructure within the footprint.
Leads the creation of effective triage processes that will reduce the mean time to repair (MTTR) in case of outages.
Develops key metrics to measure the operational performance of all teams and functions in the operational support groups.
Partners with various business and IT functions to provide timely updates during outages.
Partner with Business Intelligence (BI) team to ensure business units have the required data to manage their operations.
Perform other duties as requested
Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Hands-on experience with the infrastructure components in the Charter Call Center Telecom footprint.
Advanced knowledge of call center technology including ACD, IVR, PBX, IVR, CTI, WFM, Call Recording, Quality Management, SBCs, SIP, Routing / Queueing, Call flow development.
Hands-on experience developing and managing call center applications using CTI integration technologies (Advanced TSAPI, GED-125, etc.) using standard tools such as Java, JSPs, C#, .NET.
Advanced knowledge of network design principles and best practices
Strong knowledge of BI tools (Microstrategy, SAS, etc.).
Ability to lead and mentor a geographically dispersed team in a complex environment
Ability to prioritize and organize effectively
Experience managing 24/7 operations team
Advanced ability to work and communicate with all levels of the organization, many different disciplines and varying degrees of technical and business experience
Bachelor's degree in engineering, or related field, or equivalent experience
Advanced management or technical degree preferred
Related Work Experience Number of Years
Telecommunications Industry 10+
Management Experience 7+
Managing complex programs or projects 10+