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Manager, Telephony - WFO & Call Recording
US Cellular
Chicago, IL, United States
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The Manager, Telephony - WFO & Call Recording manages the strategy, planning, design, project execution, and overall health of the Work Force Optimization Telephony systems within their team. This role assists in the creation and implementation of technical strategy and development of long range technical plans, to program level project execution, and the overall health and availability of critical systems. These systems would cover Work Force Management, Recording Solution and Analytics, IVR, and 3rd party applications that are customer facing. This leader manages the daily operations of the Telephony Workforce Optimization team and the interdependencies between the telephony technical components, to ensure seamless delivery of systems to our internal business partners. This leader successfully manages the their team in daily operational activities, strategy of the department, future state of the technology, vendor management, management of internal business relationships, partnerships internally within IS, and provides management and coaching for individual contributors.
Essential Duties and Key Responsibilities
• Leads the team focused on providing telephony and telephony applications support and solutions, and owns that space within the Telephony Services team
• Partners with Customer Service Operations and other internal business partners to provide support, guidance, and updates for telephony activities within their team
• Provide leadership over a team of highly technical professionals within the Workforce Optimization Telephony and Contact Center Call Recording space. Provide direction, coaching and training for these associates.
• Partner with technology teams to engage business partners and vendors in developing technology / product strategies, then develop strategic plans for the infrastructure that align with business objectives within the team.
• Manage telephony-related services throughout their lifecycle; includes development, training, implementation, and continuous improvement throughout the team.
• Develop, manage and communicate key performance indicators and service level objectives throughout all levels of the organization. Partner with management and technical staff to ensure timely, accurate, and cost effective service delivery.
• Periodic travel may be required (less than 10%).
Experience and Educational Requirements
• Bachelor’s Degree in Information Systems, Telephony or related discipline required.
• 3-5 years of experience of Telephony technologies and systems design.
◦ Will consider non-degreed candidates that exceed required work experience.
# 5+ years of relevant experience in Telephony
# 2+ years of relevant experience in management positions over highly-skilled IT professionals.
• Strong presentation abilities.
• Excellent verbal, writing, and presentation skills; ability to communicate to a wide variety of audiences, both business and technical
• Background in IT infrastructure, operations, and Telephony support
• Ability to influence and build strong relationships with cross-functional teams; ability to lead meetings and develop consensus for solutions
• Demonstrated ability to coach and teach associates in an ongoing effort to improve the performance of the larger team
• Vendor management experience
• Good analytical and problem solving skills; ability to identify problems, develop and evaluate options, and implement solutions
• Ability in performing risk analyses and impact analyses
• Excellent verbal, writing, and presentation skills; ability to communicate to a wide variety of audiences, both business and technical
• Familiarity with Standards & Methodology: ITIL, Project Management
• Periodic travel may be required.
Relevant Experience & Knowledge for this Role
• VoIP networking architecture
• Experience with Workforce Management solutions
• Experience with an IVR platform
• Experience with Telephony concepts and voice recording workflow
• NICE call recording administration and technology experience
◦ Solid working knowledge of NICE call recording systems.
◦ Solid understanding of system administration responsibilities in NICE
• NICE – Design and/or Operations
◦ 3+ years in the design and implementation of Call Recording Technologies
• Experience with NICE RTS
• Experience with NICE Deletion Toolkit
• Experience leading and successfully delivering large projects
• Knowledge of Analytics technology