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Senior Telephony & WFM Analyst

The Senior Telephony and WFM Analyst represents various areas of the Telephony function by working with the business to understand their needs and perform the programming to adhere to requirements. Has responsibility for process development, production system modifications, ongoing production support, and system configuration. Mentors the Telephony Analyst and System Support and oversees vendor partnerships.

What I need to do

Responsible for implementation and support of customer voice and data networks, systems, and services. Develops and maintains customer documentation.
Diagnose, troubleshoot, and resolve telephony issues and outages
Partner with Operations management and specifically Vendor Management to maximise the effectiveness of all vendor agent resources from a WFM perspective
Research and recommend process improvement solutions, ensure efficiency and currency of the established procedures to achieve optimum performance levels for the Call Centre Operations
Identify technology needs related to areas of responsibility; initiates and implements industry leading technology and process improvement projects
Recommend and lead the technical recommendations, testing efforts and the programming of efforts involved in those recommendations.
Develops strategies to achieve organisational goals; Adapts strategy to changing conditions.

What I need to know

Knowledge of Verint and Avaya Telephony Systems
Clear understanding of call centre metrics and performance standards
Demonstrated process development and improvement skills.
Experience training employees on processes and procedures.
Know how to manage vendor relationships, to support production incidents, and to prioritize work with vendors.
Ability to communicate with senior leaders across the organization
Excellent presentation and training skills with proven ability to effectively facilitate meetings
Ability to work in a fast paced, team environment, with frequent changes in priorities and operational processes.


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