Call Center Systems Lead

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In Kotsovolos, a member of Currys group, we believe in everything you have to offer. That’s why here, you will find a company that focuses on technology and innovation, but first of all believes and seeks the continuous development of its 2.800 people. In numbers! 94 stores, 2 modern training centers and more than 50.000 hours of training per year, dedicated to our people. Our goal? To plan for tomorrow and be the first ones who bring new technologies that will make our lives better.

 

Join us and be part of the evolution!

 

The Role

We are looking for a Call Center Systems Lead with overall responsibility towards IT Solution and application for our Call Center Solution (Avaya), IVR (Omilia), CTI integration with CRM system (DT), including its operations to meet and exceed Customer expectation using ITSM framework and guidelines.

 

Key responsibilities:

  • Manage, Lead and Own IT Applications development & Operations from Incident Management, Change Management, Problem management perspective
  • Responsible to execute Quality management plan, Operational Management Plan, Business continuity Plan, Vendor(s) performance management
  • CTI solution design, development, maintenance and integration to the call center architecture
  • Monitor progress and evaluate business benefits achieved from continual changes and improvement of the platform and serve as point of escalation for issues originating for the Platform
  • Ensure sourcing of IT services and projects demands are sourced, contracted and provided in high and competitive quality and based on defined processes, standards and strategy from internal and external providers
  • Ensure that new platform capabilities required by the business are supported
  • Business Analysis and Requirement Collection and determine organizational development needs in line with business needs and strategic direction
  • Define, articulate and communicate platform strategy of Call Center solution
  • Define and maintain platform architecture standards to keep continuity of Call Center solution
  • Responsible for any RPF procedure may occur regarding Call Center Systems
  • Ensure compliance to Q, ISEC and DP regulations of the platform

 

The ideal candidate should have:

  • BSc degree in Computer Science or proven equivalent experience.
  • 5+ years’ experience in Call Center Solutions (Avaya+Genesis), IVR (Omilia), CTI integration with CRM
  • Critical attention to detail with a high level of accountability and ability to work in a quick paced environment
  • Expertise in Call center vendor product/s including Avaya, Genesys, Omilia, Cisco, Nice, etc and operational infrastructure including telecom (SIP/ISDN PRI), networking, security, etc
  • Functional knowledge of call center operational components including, but not limited to, IVR, call flows, call queuing, WFM, CTI, reporting, etc
  • Manage and provide guidance to call center operational support team including monitoring trouble ticket response SLAs, problem solving guidance, continuous performance improvements, etc
  • Ability to work with and lead technical teams to achieve product integration deliverables (reporting, CTI, other integrations)
  • Knowledge of Microsoft Dynamics CRM Cloud platform and PMP Certification will be considered a plus

 

What the company offers:

  • Continuous training in new technologies and tools
  • Career development and growth opportunities
  • Competitive bonus scheme, performance-based
  • Group health/medical insurance package
  • Discounts on our company’s products
  • New, modern and pleasant HQs workplace
  • Internal wellbeing actions

 

In Kotsovolos, we are fully committed to embracing diversity, empowering uniqueness and preventing discrimination. And we make that commitment an action, as an Equal Opportunity Employer and a proud signatory member of the Diversity Charter Greece, an initiative of the European Commission to promote diversity in the Greek workplace. Because our team doesn’t focus on Race, Color, National Origin, Ethnicity, Gender, Age, Disability, Sexual Orientation and Religion.

 

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