Request ID: BL-9329-1 (910090603)
Call Center PM with
AWS Connect (Must) , IVR, 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( MUST)
• 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
Administrative business process improvement Yes 1 Lead Currently Using 4 – 6 Years
Administrative Interpersonal Skills Yes 1 Lead Currently Using 4 – 6 Years
Administrative Multi Line Phone System Yes 1 Lead Currently Using 4 – 6 Years
Administrative Problem Solving Skills Yes 1 Lead Currently Using 4 – 6 Years
Administrative Verbal Communication Skills Yes 1 Lead Currently Using 4 – 6 Years
Administrative Written Communication Skills Yes 1 Lead Currently Using 4 – 6 Years
Documentation/Language Ability to write, edit, and prepare graphic presentations of technical information for both technical and business personnel Yes 1 Lead Currently Using 4 – 6 Years
Education Bachelor’s degree in a technical or business field No 1 Lead Currently Using 4 – 6 Years
Miscellaneous Ability to analyze and document, business and system processes using various methods and tools. Yes 1 Lead Currently Using 4 – 6 Years
Miscellaneous Ability 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 form Yes 1 Lead Currently Using 4 – 6 Years
Miscellaneous ABILITY TO DEVELOP, COMMUNICATE AND PRESENT PROJECT DOCUMENTATION AND REPORTS Yes 1 Lead Currently Using 4 – 6 Years
Miscellaneous Call Center Operations Yes 1 Lead Currently Using 4 – 6 Years
Packaged Applications Microsoft Office Suite Yes 1 Lead Currently Using 4 – 6 Years
Specialties ABILITY TO DEVELOP PROCESS FLOW DIAGRAMS, FLOWCHARTS, SWIMLANE DIAGRAMS, AND OTHER GRAPHICAL AIDS TO DOCUMENT CURRENT AND PROPOSED WORKFLOWS AND PROCESSES Yes 1 Lead Currently Using 4 – 6 Years
Specialties Building test cases and scenarios into test systems Yes 1 Lead Currently Using 4 – 6 Years
Specialties Creating reporting standards and processes Yes 1 Lead Currently Using 4 – 6 Years
Specialties IVR Yes 1 Lead Currently Using 4 – 6 Years
Specialties Telecommunications Yes 1 Lead Currently Using 4 – 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.