Manager - Voice Systems, 7579

BASIC FUNCTIONThis position provides overall management and direction for the team of professionals managing complex Contact Center technology projects. This includes determining project requirements, project definition, analysis, planning, presentation, management, reporting, and coordinating with infrastructure groups and business partners. Projects include ACD, CTI, IVR, Speech Recognition, Quality Recording, and application changes with highly complex integration touch points.PRINCIPAL DUTIES Provide effective leadership to a team of professionals ensuring staff members have appropriate training, tools, coaching and guidance to be successful in their job responsibilities. Deliver tactical and strategic voice systems plans, including IVR, ACD, CTI and call monitoring applications to maximize the technology to meet business objectives including cost benefit analysis for all projects. Manage relationships and communication with Marketing, Marketing Services, all other HQ CSB teams as needed, field CSB management, Business Technology Call Flow, and BT Engineering teams on mutual projects impacting CSB, including new products & initiatives. Provide leadership and structured planning for the development and implementation of projects into the voice environment. Communicate regularly with Workforce Management and CSB field management to develop voice system solutions to help meet service level expectations and provide updates on project implementation schedules. Carry 24x7 on call pager. Required to be available 24x7 to support operations for escalation process. Requires periodic off hours work to minimize operation impact.
REQUIREMENTS
REQUIRED SKILLS:
Bachelor’s Degree 8 – 10 years experience Knowledge of ACD’s CTI applications Workforce Management systems Quality Recordings systems 800 Service systems
Call Routing flows IVR and Speech Application Experience Data Analysis skills, including gap analysis Strong Communication skills, written and verbal Good problem solving skills MS applications (Word, PowerPoint, and Excel) Reporting Systems Experience Project ManagementDESIRED SKILLS: