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Manager - Voice Systems, 7579
| Details |
Country: USA
Location: IL Chicago Northwest
Total applied: 15
Career Level: Executive (SVP, VP, Department Head, etc)
Job Type: Employee, Temporary / Contract / Project, Intern
Job Status: Full Time
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Manager - Voice Systems, 7579
Location: Riverwoods, IL UNITED STATES
Functional Area: Customer Service
Min Pay Rate: $0
Max Pay Rate: $0
Pay Type: Year
Resource Type: Full Time
Job Description:
BASIC FUNCTION
This position provides overall management and direction for the team of professionals managing complex Contact Center technology projects. This includes determining project requirements, project definition, analysis, planning, presentation, management, reporting, and coordinating with infrastructure groups and business partners. Projects include ACD, CTI, IVR, Speech Recognition, Quality Recording, and application changes with highly complex integration touch points.
PRINCIPAL DUTIES
? Provide effective leadership to a team of professionals ensuring staff members have appropriate training, tools, coaching and guidance to be successful in their job responsibilities.
? Deliver tactical and strategic voice systems plans, including IVR, ACD, CTI and call monitoring applications to maximize the technology to meet business objectives including cost benefit analysis for all projects.
? Manage relationships and communication with Marketing, Marketing Services, all other HQ CSB teams as needed, field CSB management, Business Technology Call Flow, and BT Engineering teams on mutual projects impacting CSB, including new products & initiatives.
? Provide leadership and structured planning for the development and implementation of projects into the voice environment.
? Communicate regularly with Workforce Management and CSB field management to develop voice system solutions to help meet service level expectations and provide updates on project implementation schedules.
? Carry 24x7 on call pager. Required to be available 24x7 to support operations for escalation process. Requires periodic off hours work to minimize operation impact.
SKILLS
Required:
? Bachelor?s Degree
? 8 ? 10 years experience
? Knowledge of ACD?s
? CTI applications
? Workforce Management systems
? Quality Recordings systems
? 800 Service systems
? Call Routing flows
? IVR and Speech Application
? Experience Data Analysis skills, including gap analysis
? Strong Communication skills, written and verbal
? Good problem solving skills
? MS applications (Word, PowerPoint, and Excel)
? Reporting Systems Experience
? Project Management
Desired:
Click here to apply:
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Customer Service and Call Center 
