Request ID:BL-9329-1 (910090603)
Call Center PM with IVR, AWS Connect, Salesforce and telecommunications experience
Location:Columbia, SC
Duration:12 Months Hrs/Wk:40.00
Note: • CANDIDATE RESUMES ARE TO BE CLEAR, CONCISE AND NOT EXCEED 3 PAGES IN LENGTH
REQUIRED SKILLS (RANK IN ORDER OF IMPORTANCE):
• ABILITY TO MULTITASK AND REMAIN CALM UNDER PRESSURE, ESPECIALLY DURING PEAK HOURS OR INTENSE SITUATIONS.
• EXCEPTIONAL INTERPERSONAL, CUSTOMER SERVICE, PROBLEM-SOLVING, VERBAL AND WRITTEN COMMUNICATION, AND CONFLICT RESOLUTION SKILLS.
• PROFICIENCY WITH NECESSARY TECHNOLOGY, INCLUDING COMPUTERS, SOFTWARE APPLICATIONS, PHONE SYSTEMS, ETC.
• PROFICIENT WITH MICROSOFT OFFICE SUITE OR RELATED SOFTWARE NEEDED TO CREATE REPORTS, FLOWCHARTS, AND TECHNICAL LOGS.
PREFERRED SKILLS (RANK IN ORDER OF IMPORTANCE):
• EXPERIENCE WITH AWS CONNECT
• EXPERIENCE WITH SALESFORCE CASE MANAGEMENT
• ADVANCED UNDERSTANDING OF IVR TECHNOLOGY AND RELATED TELECOMMUNICATIONS DEVICES, NETWORKS, SOFTWARE, AND SYSTEMS.
• ABILITY TO LEAD TEAM-BASED PROJECTS.
REQUIRED EDUCATION/CERTIFICATIONS:
• BACHELOR’S DEGREE OR SIMILAR TELECOMMUNICATIONS SPECIALTY REQUIRED.
• AT LEAST THREE YEARS OF EXPERIENCE IN CALL MANAGEMENT SYSTEMS AND VOICE APPLICATION DESIGN REQUIRED.
Experience
Administrativebusiness process improvementYes1LeadCurrently Using4 – 6 Years
AdministrativeInterpersonal SkillsYes1LeadCurrently Using4 – 6 Years
AdministrativeMulti Line Phone SystemYes1LeadCurrently Using4 – 6 Years
AdministrativeProblem Solving SkillsYes1LeadCurrently Using4 – 6 Years
AdministrativeVerbal Communication SkillsYes1LeadCurrently Using4 – 6 Years
AdministrativeWritten Communication SkillsYes1LeadCurrently Using4 – 6 Years
Documentation/LanguageAbility to write, edit, and prepare graphic presentations of technical information for both technical and business personnelYes1LeadCurrently Using4 – 6 Years
EducationBachelor’s degree in a technical or business fieldNo1LeadCurrently Using4 – 6 Years
MiscellaneousAbility to analyze and document, business and system processes using various methods and tools.Yes1LeadCurrently Using4 – 6 Years
MiscellaneousAbility to deal effectively with the needs of technical peers, technical and user management, users, vendors, and staff members, and to communicate clearly and effectively in spoken and written formYes1LeadCurrently Using4 – 6 Years
MiscellaneousABILITY TO DEVELOP, COMMUNICATE AND PRESENT PROJECT DOCUMENTATION AND REPORTSYes1LeadCurrently Using4 – 6 Years
MiscellaneousCall Center OperationsYes1LeadCurrently Using4 – 6 Years
Packaged ApplicationsMicrosoft Office SuiteYes1LeadCurrently Using4 – 6 Years
SpecialtiesABILITY TO DEVELOP PROCESS FLOW DIAGRAMS, FLOWCHARTS, SWIMLANE DIAGRAMS, AND OTHER GRAPHICAL AIDS TO DOCUMENT CURRENT AND PROPOSED WORKFLOWS AND PROCESSESYes1LeadCurrently Using4 – 6 Years
SpecialtiesBuilding test cases and scenarios into test systemsYes1LeadCurrently Using4 – 6 Years
SpecialtiesCreating reporting standards and processesYes1LeadCurrently Using4 – 6 Years
SpecialtiesIVRYes1LeadCurrently Using4 – 6 Years
SpecialtiesTelecommunicationsYes1LeadCurrently Using4 – 6 Years
Remote Work Availability:0%
SCOPE OF THE PROJECT:
THE DEPARTMENT IS SEEKING AN TECHNICAL CALL CENTER MANAGER WITH IVR EXPERIENCE. THE INTERACTIVE VOICE RESPONSE (IVR) MANAGER WILL PLAN, DESIGN, TRACK, AND MODIFY IVR-ENABLED TELECOMMUNICATIONS SYSTEMS TO MEET THE NEEDS OF AGENCY. IN ADDITION TO MANAGING THE IVR, THE TECHNICAL CALL CENTER MANAGER WILL OVERSEE THE CALL CENTER TECHNICAL FUNCTIONS AND REPORTING.
DAILY DUTIES / RESPONSIBILITIES:
THIS ROLE WILL INCLUDE, BUT IS NOT LIMITED TO:
• ASSISTING OTHER MANAGEMENT TEAM MEMBERS IN IDENTIFYING TRENDS AND ESTABLISHING CALL CENTER GOALS.
• HELPING ENSURE THAT STAFF MEMBERS ARE ACHIEVING DESIRED SERVICE LEVELS AND RECOMMENDING CORRECTIVE ACTION, AS NEEDED.
• PREPARING REPORTS AND ANALYZING CALL CENTER DATA TO IMPROVE PROCESSES, ENSURE RESOURCES ARE PROPERLY ALLOCATED, AND MAXIMIZE EFFICIENCY.
• CONSULTS WITH AGENCY TO FULLY UNDERSTAND THE GOALS OF THE IVR SYSTEM.
• CONDUCTS INTERNAL SYSTEM TESTS, MEASURING THE SYSTEM’S ABILITY TO QUICKLY AND ACCURATELY MANAGE DIFFERENT SCENARIOS OF VARYING COMPLEXITY.
• PLANS AND PREPARES FLOWCHARTS AND OTHER VISUAL AIDS TO DEMONSTRATE CALL HANDLING AND ORGANIZATION, PROVIDING MAXIMUM INFORMATION RESOURCES IN THE SHORTEST POSSIBLE CALL TIME.
• REPEATS THE TESTING PROCEDURE AS NEEDED AND IMPLEMENTS MODIFICATIONS.
• PERIODICALLY REVIEWS THE IVR SYSTEM TO DETERMINE WHETHER USER NEEDS HAVE CHANGED AND WHETHER FURTHER ENHANCEMENTS OR MODIFICATIONS ARE NECESSARY.
• MAINTAINS CURRENT KNOWLEDGE OF TECHNOLOGICAL DEVELOPMENTS IN THE IVR FIELD.
• PERFORMS OTHER RELATED DUTIES AS ASSIGNED.