Job Purpose:
A Technical, customer focused position having overall responsibility in engaging customer and internal for Quality of Service and Customer satisfaction on contact centers. Preferable someone who has experience in understanding contact centers setup and reporting (i.e. overview of Audiocodes, Nice, Genesys and Nuance products) and IP VPN services.
Key Tasks and Responsibilities:
• Responsible for generating & presenting monthly customer reports including measurements against Customer SLAs on Quality, Change, Capacity, Performance of the contact center service for Genesys, Audiocodes, Nuance and Nice.
•
rovide contact center support and handle change management request, i.e. configuration, activation and acceptance testing for on-going change management
• Manage End-to-End testing of contact center implemented services with the Customer and internal entities after changes are done.
• Effective liaison with customers and working in conjunction with operation team, vendors and account team staff is required.
• Properly document all contact center designs and make them available to Operational entities.
• To analyse the operation of the contact center setup and to report on quality of service, to submit and manage correction or improvement plans as and when necessary.
• Account for compliance with Service Levels Agreements (SLA) to the customer
• To assist in Contract negotiation in parallel with Account Manager/Director where applicable.
• To identify Customer needs and position Service Management offering with Customers in order to meet or exceed revenue and gross margin targets.
• To lead Technical Customer & Partner meetings in conjunction with Service & Account Team staff regularly.
• To manage failures and planned maintenance in order to minimize the impact on operational services on customers.
• To monitor and evaluate usage and traffic management services by production of reports documenting the contact center service levels compared to the contractual SLA, checking the appropriateness of the services subscribed and their usage, and doing trends analysis.
• To be involved in the process of validating monthly customer billing
Job Contacts:
Internal – Helpdesks, Sales & Marketing, Project Management, Field Operations, Professional Services, Engineering Groups & Regional & Global offices as required.
External – Customer, Partners & Vendors.
Job Dimensions:
• Incumbent must have in depth technical knowledge of Genesys, Audiocodes, Nice and Nuance.
• Incumbent must be capable of providing technical consultancy services to account teams and large multi site customers.
• Incumbent must be proactive and provide seasoned advice for both short and long term implications on solutions related issues.
• Incumbent must be able to perform high level presentations both internally & externally
Candidate Profile:
• Possess a confident and professional image to successfully interface with all aspects of the business both internal & external.
• Ability to communicate clearly and effectively both one-on-one and to groups in a variety of business situations.
• Strong communication, negotiation, presentation, organization, time management skills.
• Strong management skills in accumulation, preparation, interpretation and dissemination of customer technical information and the applicability of IP based products to address requirements.
• Experience in developing and implementing customer solutions outside of normal product sets and assessing ability to deliver and cost implications.
Skills / Qualifications:
• Ideally 4 years of work experience in customer-facing organisations within the telecommunication or IT industry with specific minimum 3 years experience in contact centers. 1-2 years Voice services experience is also desired.
• at least 3 years of Genesys implementation experience in module like CIM framework, routing, rea-time reporting, Call Centre Analyzer or Infomart.
• Able to determine problem from Genesys log files and configuration.
• otherwise, at least 5 years of working experience on other call centre solution like Avaya, Aspect, ...
• certified Genesys engineer will be a plus.
• Database and programming experience in Java or .Net is a must
• Strong communicative and analytical skills are essential. Language skills in English is a must and Mandarin.
Other:
Some travel may be required at short notice.
Working on customer premises (1-2 days per week) may be also required.
发表于 2011-6-29 11:21:57
