Technical Implementation Specialist

BETSoftware

Lead, manage and optimize the technical operations across the relevant areas of control.
To create, test and implement strategies based on customer behaviors, demographics, dialer settings, technology and data outputs in conjunction with devised strategies.
Creating mitigation plans for capacity risks or gaps by managing dependencies across operating units.
Be actively engaged with queue and routing mechanisms to make proactive changes for long term trends, as well as real time adjustments for events that occur.
Monitor technical performance against agreed service standards across CRM’s and other technical platforms.
Real time and historic analysis of performance on technical systems to help generate awareness which can then be used to create future strategic decisions.
Coordinate with vendors to diagnose and repair call center issues (Onfido, Zendesk etc.)
Work as part of a team to apply technology to meet evolving business needs.
Create and update dialing campaigns, queue maintenance, system updates, enhancements & reports.
IVR & DNC maintenance.
Supports the operations management team by optimizing on available technology that fit the operation team’s needs.
Understanding best practice in industry and keep abreast of general trends to present to CCSM and CEM.
Monthly iBranch management meeting reporting, trend reporting, resource management reporting etc.
Any other ad hoc duties that might be required.

Job Specifications:

3 years’ experience in Contact Centre operations.
Experience in managing dialer software.
Experience with work force management and scheduling.
Advanced experience in MS Excel/Word/PowerPoint.
Commercial experience related to Agreements
Diploma/Degree (Advantageous)
Management of Interactive Voice Recorder (Advantageous)
3 years dialer management experience in Contact Centre operations with proven track record (Advantageous)

SLA adherence – Ensure the daily SLA outcome is achieved. Take caution in preparing the details relevant to the process. Follow process to ensure high quality output.
Planning – Establishing a clear course of action. Involving others as appropriate. Managing and prioritizing activities and ensure monitoring of results to accomplish business specific goals.
Administration – Execute a variety of functions within a business administrative environment. Plan and organize administrative functions proactively. Collect information and ensure accuracy of information.
Reporting – Collate and report on information. Account for and verify reporting figures/statistics. Review/analyses reporting statistics and figures to identify trends and make relevant recommendations.

We actively engage and take the lead in implementing technology solutions for the Business as a whole.
We embrace the need to readily contribute our skills, ideas, and efforts, ensuring a proactive and hands-on approach to technical implementation.
We approach each day as an exciting journey, embracing the dynamic and ever-evolving nature of technology.
We thrive on the thrill of exploring new solutions and strategies, making every day an adventure in the world of technical implementation.
Collaboration is at the heart of our success. We understand that effective teamwork is essential in achieving our technical implementation goals. We work seamlessly with our colleagues, supporting each other to turn our collective dreams into reality.
We encourage individuality and authenticity in our work. Each team member brings their unique experiences and insights to the table, contributing to a diverse and innovative approach to solving technical challenges.
We dare to be ourselves, fostering creativity and originality.