Telecom Call Center Lead
Company: Valley Bank
Posted on: January 16, 2022
The Telecom Call Center Lead will be responsible for all Call
Center/Telecommunications project workflows, enhancements,
including remote solutions, manage and track SLAs with external
vendors, and telephony solution options. Responsibilities include
but are not limited: Manage technical relationship with business
units; evaluating requests and recommending priorities for both
operational needs and projects engagements.
Responsible for Scope of Work development, budgetary efficiency,
and project timelines for all telecommunication projects.
Technical Lead for all Call Center/Telecommunications project
migrations, enhancements, Home Agent solutions overflow outsourced
options, and voice flow options.
Responsible for the design, migration, and implementation of Call
Routing, Call Center Skill layout, CTI Screen Pops, Call Recording,
and Real-time Reporting.
Manage all Company Telecommunications equipment from standard
Corporate Communications and Cellular devices to Call Center
Provide day to day and project direction for telecom technicians
Product Owner for Voice Network and telephony. Product Owner for
contact routing, CTI, call recording, and softphones
Subject Matter expert for all voice and contact center related
Responsible for production deployments and post deployment
As Product Owner, deliverables, efficiencies, and quality.
Keywords: Valley Bank, Wayne , Telecom Call Center Lead, IT / Software / Systems , Wayne, New Jersey
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