SERVICE DELIVERY MANAGER – VOICE
Our client, a leading Business Process Outsourcing firm, with a strong focus in sub-Saharan Africa is seeking to recruit for the position of Service Delivery Manager - voice
LOCATION – LAGOS
PRIMARY RESPONSIBILITY
To ensure 99.5% uptime of the Voice Infrastructure.
Ensure maximum availability of the voice equipments at OPCO Location.
Responsible for Operations & Maintenance, Preventive maintenance and Break down Maintenance of Voice systems.
RESPONSIBILITIES
- Designing of Voice infrastructure according to process requirements.
- Analysis and, Administration of voice network components of the call center.
- Uptime measurement policy & procedures to be in place.
- Technology Voice Infrastructure uptime to 99.6%.
- Providing Expert Technical advise to subordinates.
- Responsible for respective OPCO Call centers Voice Network and Systems.
- Responsible for Inbound, Outbound process and call logger systems & solutions.
- New Call flow Design, Configuration and rollout the process to the operations.
- Co-ordination with the Clients for Successful Project Completion & Delivering.
- OPCO Center Implementation and Seamless migration of process & Support.
- Responsible for New Projects and Process Implementations as per Business plan.
- Change Management and Resource planning & Implementation.
- New Service Launch co ordination(Customer)with respect to Contact Center.
Minimum qualification
- 4-12 Years Experience in Contact center Technology
- Hands-on Experience on Contact Center Voice Technologies and Voice infrastructure management,.
- Process and product Certifications like ITIL, AVAYA/Nortel/Aspect etc. will be added advantage.
- Education : B.E/B.Tech/MCA/M.Sc/ B.Sc/Diploma with additional professional qualifications, specialisation certification in the area of contact Center technologies.
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Interested and qualified candidates should send their CV’s to Executivesearch@humantalentrecruit.com not later than 19th July 2015.
Sorry the application deadline for this job has elapsed
