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Manager
Union Bank
Arlington, TX, United States
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The Call Center Technology Manager is responsible for Call Center Technology that will support business objectives. This is a project and operations support role, not a technical role. This position is responsible for Service Requestor activities in managing the third party dialer vendor, Noble Systems Corporation. More specifically, this position will be responsible for design, development, implementation and support of the call center on a premise based solution that delivers inbound and outbound call routing with a focus on delivering highly reliable, effective and customer centric systems. Additionally, this position will be responsible for all call center system integrations including voice recording and screen capture on NICE, voice call back and call me mobile systems and outbound predictive dialer systems for the cloud based vendors. Candidate must be capable of delivering high-quality deliverables, on time, with careful attention to detail.
Major Responsibilities:
• Work with Servicing and Default teams, QA\QC to align the phone system to increase efficiency and drive production.
• Perform annual performance reviews and establish SMART goals with reportable metrics for performance feedback.
• Mentor and develop staff.
• Own IVR program including campaigns, business changes, programming changes, workflows, version storage, self-service options, testing DB and overall customer experience.
• Implement the use of Noble in other business units and new sites
• Report on operations metrics on a recurring basis to drive actionable insight including creating reporting packages, customized reporting with a focus on identifying trends and continuous opportunity improvements for call specific data.
• Approach role with a professional services mindset providing ongoing development of products and services for internal and external stakeholders.
Qualifications
• Ability to work effectively on multiple priorities with strict deliverable dates.
• A Bachelor’s degree in Computer Science or Engineering or related discipline or equivalent work experience.
• Experience with call recording and Session Initiated Protocol (SIP).
• Team-player with superior interpersonal skills who can work closely with both technical development teams and business users.
• 7 or more years of experience in infrastructure and system design projects.
• 7 of more years of experience in, development and support of mid-size to large scale projects related to call center technology.
• 7 or more years of experience with key call center technologies and integration such as but not limited to: IVRs, ACD, dialers, Speech Recognition, Natural Language Speech applications, routing applications, workforce management, call recording and analytics as well as system integration.
• 7 or more years of experience with system design, development and integration of web, client server and database design and administration
Effective communication skills with the ability to document procedures, communicate issues, and transfer knowledge.
• Excellent time management, project management and work prioritization skills
• Strong troubleshooting and problem solving skills.
• Self-motivation to accept and complete tasks.
• Sense of ownership and responsibility towards problems and solutions.
The above statements are intended to describe the general nature and level of the work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.
We are proud to be an Equal Opportunity / Affirmative Action Employer and committed to leveraging the diverse backgrounds, perspectives, and experience of our workforce to create opportunities for our colleagues and our business. We do not discriminate in employment decisions on the basis of any protected category.
A conviction is not an absolute bar to employment. Factors such as the age of the offense, evidence of rehabilitation, seriousness of violation, and job relatedness are considered in all employment decisions. Additionally, it’s the bank’s policy to only inquire into a candidate’s criminal history after an offer has been made. Federal law prohibits banks from employing individuals who have been convicted of, or received a pretrial diversion for, certain offenses.