SERVICE DELIVERY MANAGER – VOICE

 TALENT RECRUIT 19-Jul-2015 ₦1,000,000+ ABUJA , IT and Telecoms  

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

  1. Designing of Voice infrastructure according to process requirements.
  2. Analysis and, Administration of voice network components of the call center. 
  3. Uptime measurement policy & procedures to be in place.
  4. Technology Voice Infrastructure uptime to 99.6%.
  5. Providing Expert Technical advise to subordinates.
  6. Responsible for respective OPCO Call centers Voice Network and Systems.
  7. Responsible for Inbound, Outbound process and call logger systems & solutions.
  8. New Call flow Design, Configuration and rollout the process to the operations.
  9. Co-ordination with the Clients for Successful Project Completion & Delivering.
  10. OPCO Center Implementation and Seamless migration of process & Support.
  11. Responsible for New Projects and Process Implementations as per Business plan.
  12. Change Management and Resource planning & Implementation.
  13. 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.
  •  

Interested and qualified candidates should send their CV’s to Executivesearch@humantalentrecruit.com not later than 19th July 2015.

 

 



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