The Call Center Information Technology SME will be responsible for assisting in the management and direction of the Company Call Center Information Systems implementation. 

Job Description:

The Call Center Information Technology SME will perform all or some of the following Job description:

• Help create and execute the successful delivery of the Call Center technical support systems. These systems include voice systems, data networks, contact center operations support system (Customer Relationship Management or CRM), Work Force Management system and Call Monitoring system

• Implement procedures for the Company Call Center operations, network routing, customer experience changes, vendor management, and telephony support.

• 5+ years of experience in Voice Channel
• Demonstrated working knowledge of: Managing and delivering a high rate of change; Creating and managing Call Center KPIs; Implementing Self Service Automation; Implementing Call Center Telephony Applications i.e. - Click to Talk, Agent Level Call Routing, Expected Wait Time messaging and Call Back Technologies
• Demonstrated working knowledge of Call Center Operations, Voice and Data Networks, Advanced Voice Features and Carrier Billing, application architecture, call routing and multi-channel integration technology options
• Ability to communicate and drive decisions with stakeholders for the benefit of the business objectives
• Quick study who can adapt readily and easily to changes in priorities and business conditions
• Effective team leader and valued team member with senior leaders and executives
• Excellent communication and interpersonal skills, including the ability to develop and articulate key presentations to a broad range of individuals.

• Bachelors degree in Computer Information Systems, Business, or other related filed.
   

Find More IT - Information Technology - Job Descriptions Here