Senior Associate - Service Operations

Job Description

Youll have the following responsibilitiesResponsibilities: Provide technical support and coach team members in the vendor / technology areas Provide technical ownership within the agreed boundaries of the job Own escalation and provide technical solutions to the customer s satisfaction Attend customer meetings to review provision/repair of solutions Evaluate new products and assess training requirements ready for launch Meet contracted SLA requirements and expectations during delivery and incident Capture all revenue opportunities for BT through effective management of customers and account teams Actively contribute to the productivity and performance improvements in line with team targets Constructively work together, sharing ideas, knowledge and resources to move the business forward Empathise with customers, anticipate their needs and balance solutions against commercial requirements Be passionate about delivering high quality of service, vigorously seeking creative, fast ways of making things happen and adding value. Carry out duties in line with the Job Standards and Personal ObjectivesDelivery specific Manage team to ensure that all SSR delivery happens within the stipulated SLAs Ensure that all teams are aware of the processes and follow them to avoid future escalations Maintain team productivity scores and ensure that work distribution happens evenly in team Manage a matrixed team of people to deliver solutions Own and deliver solutions on multi-matrix solutions using multi-vendor devicesAssurance Specific Provide rapid and accurate diagnostics within agreed SLAs Provide 24hr support through agreed rota for customer networks for 2 nd line team Identify and recommend changes to improve reliability/performance Pass knowledge down to other team members to continually enhance ability to resolve at least cost Perform WFM and NGCC reporting for all team members and ensure adherence is met for allBusiness Impact: Ability to impact the business by influencing decisions through advice/quality of work produced by self/others. Able to maintain a reputation for quality and delivery of their expertise to the business. Assists in the definition of strategy and evolution and associated infrastructure investments for Group/LoB. Responsible for engineering delivery plans for a small project. Authority/Decision Making : Works under general direction within a clear framework of accountability. Substantial personal responsibility and autonomy. Plans own work, to meet given objectives and processes. Budget responsibility varying depending on lines of business and project delivery responsibility.Youll have the following skills & experience Relevant professional experience. Proactively maintains skills and knowledge in line with product/solution development Good understanding of procedures and application of procedures and concepts within own subject area (and understanding them in the context of the business). Experienced and competent in own area. Shares own expertise with others. Provide guidance and support to others in the form of coaching and training Able to plan deliveries to maximise efficient use of resource and deliver at lowest cost. Completes own role independently or with minimal supervision/guidance. Has developed specialist knowledge in at least one area. Applies knowledge/skills to a range of standard and non-standard activities. Interprets client needs, assessing the full requirements. Identifies solutions to non-standard tasks/queries. Awareness of internal/ external business issues and best practice in own discipline which is then applied to own role. Commercially aware and balances customer needs against contractual/financial boundaries managing exceptions appropriately Takes action to monitor and control costs within own work horizons. Identifies key issues and patterns from partial/conflicting data and can take a broad perspective to problems and spot new, less obvious solutions. Manages own time to meet agreed targets. Able to assess and maintain resource requirements/plans for solution deliveries and tracks progress Able to provide concise management reports Adapts information/style to the audience, explaining difficult issues clearly, to establish consensus and gain agreement. Creates informal networks with key contacts within own area. Technology expertise needed in the following: Cisco Call Manager : add/remove phones, configure user account, translation pattern, route pattern, IPMA, CTI ports, CTI route point etc. Cisco Unified Unity Connection : configure voicemail account, auto attendant, one should have good understanding on routing rules Cisco Call Manager Express & Unity express : configure e-phones, DN, voicemail etc. Cisco Unified Contact Center Express : setup new team, add/remove agent, supervisor, historical reporting access Cisco voice Gateways : configuring new gateway, add/modify/remove translation rule, dial-peers, SRST configuration etc. Signaling Protocols MGCP, H323, Skinny, SIP : Basic to intermediate knowledge of protocols, one should know commands to be used while troubleshooting Cisco Attendant console applications (CUEAC, CUBAC, CUDAC) : setting up an operator Cisco Emergency responder basics Minimum 2+ years Cisco UCCE software [ICM, CVP], including scripting, configuration and call routing. New Agent & Supervisor addition in ICM, CUIC, VIM . Create, Implement, and Support ICM and CVP call routing scripts and requiredreports. Configuring agents via bulk file. Understanding of Call Recording, Call Routing, Agent Profiling, Precision queuing, Voice Response Concepts and Configurations Understanding of Cisco UCCE call flow. Sound understanding of end to end VOIP Telephony Architecture Support operational tasks related to contact centre agent environment Experience with a disciplined development methodology and release management process Demonstrate sharp, analytical, problem solving, and decision-making skills. Should be ready to work in 24/7 business support environmentDemonstrate self-motivation and the ability to grasp concepts quickly. COVID-19 Notice : We ve changed our recruitment process so that we can continue to offer exciting opportunities in BT. We ve moved to virtual hiring until further notice - which includes video interviews and virtual onboarding, to make sure that we maintain candidate and employee safety,

Keyskills :
quality of serviceinsurancemiscisco call managerqualitycustomer relationssales