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Telecom Call Center Lead

Company: Valley Bank
Location: Wayne
Posted on: January 16, 2022

Job Description:

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 solutions.
Provide day to day and project direction for telecom technicians and vendors.
Product Owner for Voice Network and telephony. Product Owner for contact routing, CTI, call recording, and softphones applications.
Subject Matter expert for all voice and contact center related solutions.
Responsible for production deployments and post deployment triage.
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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