Senior Technical Implementation Specialist

**We Want You**:
**You Bring**:

- 3 years’ experience in Contact Centre operations.
- Experience in managing dialer software.
- Experience with workforce management and scheduling.
- Advanced experience in MS Excel/Word/PowerPoint.
- Commercial experience related to Agreements.
- Diploma/Degree (advantageous).
- Management of Interactive Voice Recorder (advantageous).
- Three years of dialer management experience in Contact Centre operations with a proven track record (advantageous).

**What You’ll Do**:

- **
Lead and Manage Technical Operations**: Oversee and optimise the technical function across all relevant areas, ensuring peak performance and alignment with business objectives.
- ** Develop and Implement Strategic Initiatives**: Analyse customer behaviour, demographics, dialer settings, technology, and data outputs to create and execute data-driven strategies for continuous improvement.
- ** Proactive Risk Management**: Identify and mitigate potential capacity risks or gaps by actively managing dependencies across operating units.
- ** Performance Optimisation**: Proactively analyze queue and routing mechanisms to identify long-term trends and develop solutions, as well as adjust timeframes to address real-time events. Monitor technical performance against agreed service standards across CRMs and other platforms.
- ** Data-Driven Decision Making**: Conduct real-time and historical analysis of technical systems performance to generate actionable insights that inform future strategic decisions.
- ** Vendor Management**: Collaborate with vendors like Onfido and Zendesk to diagnose and resolve call center issues, ensuring optimal system functionality.
- Maintain expertise in dialing campaigns, queue management, system updates, enhancements, and reporting.
- ** IVR and DNC Management**: Ensure the efficiency and compliance of Interactive Voice Response (IVR) systems and Do Not Call (DNC) lists.
- ** Technology Optimisation**: Partner with the operations management team to tailor existing technologies to optimise workflow and team efficiency.
- ** Industry Knowledge**: Stay abreast of industry best practices and trends, providing valuable insights and recommendations to leadership teams (CCSM and CEM).
- ** Reporting and Analytics**: Lead the creation of monthly management reports covering trends, resource utilisation, and other key performance indicators.
- ** Additional Responsibilities**: Demonstrate a willingness to take on additional ad-hoc duties that contribute to department and company success**
**Competencies**:

- **
SLA adherence** - Ensure the daily SLA outcome is achieved. Take caution when preparing the details relevant to the process. Follow the process to ensure high-quality output.
- ** Planning** - Establishing a clear course of action. Involving others as appropriate. Managing and prioritiding activities and ensuring monitoring of results to accomplish business-specific goals.
- ** Administration** - Execute a variety of functions within a business administrative environment. Plan and organise administrative functions proactively. Collect information and ensure its accuracy.
- Reporting - Collate and report on information. Account for and verify reporting figures/statistics. Review/analyse reporting statistics and figures to identify trends and make relevant recommendations.
- ** SLA Mastery**: Own exceeding service level agreements, identifying bottlenecks, and leading collaborative optimisation.
- ** Strategic Architect**: Craft data-driven plans, lead cross-functional initiatives, and manage risks for seamless project delivery.
- ** Process Optimisation**: Spearhead process streamlining, data management system implementation, and continuous improvement.
- ** Data-Driven Strategist**: Design robust reporting systems, translate data into actionable strategies, and proactively address potential issues

**Living the Spirit**:

- We actively engage and take the lead in implementing technology solutions for the Business as a whole.
- We embrace the need to readily contribute our skills, ideas, and efforts, ensuring a proactive and hands-on approach to technical implementation.
- We approach each day as an exciting journey, embracing the dynamic and ever-evolving nature of technology.
- We thrive on the thrill of exploring new solutions and strategies, making every day an adventure in the world of technical implementation.
- Collaboration is at the heart of our success. We understand that effective teamwork is essential in achieving our technical implementation goals. We work seamlessly with our colleagues, supporting each other to turn our collective dreams into reality.
- We dare to be ourselves, fostering creativity and originality.
- Continuously embracing the power of teamwork to overcome challenges and find innovative solutions to make a positive impact within the Team and Business. Take the initiative to make improvements and guide change management within the team.
- Empower and