Key Responsibilities:
1. IT Operations Management:
- Oversee the day-to-day IT operations of the contact center, including system maintenance, user support, incident resolution, and change management.
- Ensure timely response and resolution of technical issues to minimize disruptions and maintain service availability.
2. System Availability and Performance:
- Monitor the performance and availability of contact center systems, applications, and infrastructure to meet established service level agreements (SLAs).
- Proactively identify and address potential performance bottlenecks and system vulnerabilities.
3. Stakeholder Engagement:
- Identify and engage project stakeholders, including contact center managers, IT teams, vendors, and business users.
- Maintain clear and open communication channels to ensure project alignment with organizational goals.
4. Vendor and Partner Collaboration:
- Collaborate with technology vendors and partners to manage service contracts, licenses, and support agreements related to the contact center systems.
5. Project Planning:
- Define project scope, objectives, and deliverables in collaboration with stakeholders.
- Develop detailed project plans, including timelines, milestones, resource allocation, and budget estimates.
- Escalate issues and drive timely resolution with external vendors.
6. Project Execution:
- Coordinate project activities, including system design, development, testing, and deployment.
- Monitor project progress, ensuring that milestones are achieved within established timeframes.
7. Budget Oversight:
- Develop and manage project budgets, tracking expenditures, and ensuring cost-effective use of resources.
- Provide financial reporting and updates to stakeholders.
8. Service Improvement:
- Lead initiatives to continuously improve IT service delivery, system performance, and user experiences.
- Gather feedback from stakeholders and users to identify areas for enhancement.
9. Change and Release Management:
- Coordinate the implementation of changes, updates, and enhancements to contact center systems, ensuring minimal impact on operations.
- Conduct thorough testing and validation of changes before deployment.
10. Incident and Problem Management:
- Manage the IT incident and problem resolution process, including root cause analysis, corrective actions, and preventive measures.
- Implement best practices to prevent recurring issues.
11. Team Leadership and Collaboration:
- Lead and manage a team of IT professionals, including technicians and analysts, providing coaching, mentoring, and performance feedback.
- Collaborate with other departments, such as contact center operations, networking, and security, to ensure seamless service delivery.
12. Service Level Agreement (SLA) Compliance:
- Ensure that IT services provided to the contact center align with established SLAs, responding promptly to incidents and service requests.
13. Reporting and Documentation:
- Generate regular reports on IT service performance, incident trends, and system health for management and stakeholders.
- Maintain accurate and up-to-date documentation of IT processes, configurations, and procedures.
Qualifications
- Proven experience in IT service delivery, operations, or management roles, preferably within a contact center or customer service environment.
- Strong technical background in contact center systems, telephony solutions, and related technologies.
- Familiarity with ITIL framework and best practices for service delivery and incident management.
- Excellent leadership and team management skills with a customer-focused approach.
- Analytical and problem-solving skills to diagnose and resolve complex technical issues.
- Effective communication and collaboration abilities to work with cross-functional teams and stakeholders.
- Project management skills to manage changes, upgrades, and system enhancements.
- Experience with contact center software, CRM systems, and telephony platforms.
- Understanding of networking concepts, security protocols, and infrastructure components.
