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| Job Location | Hyderabad |
| Education | Not Mentioned |
| Salary | Not Disclosed |
| Industry | Recruitment Services |
| Functional Area | General / Other SoftwareNetwork / System Administration |
| EmploymentType | Full-time |
- Administer and operate the ININ system platform in conjunction with the Mitel PBX telephone system. Ensure ININ is configured to match current telephony settings. Assist with designing and implementing new call center groups.- Provide support and assist with day-to-day telecommunications operations, analysis, and troubleshooting.- Coordinate and roll out telecommunication services, system upgrades, and new site implementations.- Update telecom systems regularly to reflect staffing changes. Ensure telecom network complies with business continuity efforts.- Monitor and measure contact center volumes and performance of contact center operations to assure the highest level of productivity. Use real-time traffic patterns to make appropriate staffing adjustments and meet measurable service objectives.- Utilize workforce management software to research and analyze historic records of traffic and performance to identify trends and patterns resulting in accurate planning and forecasting.- Develop and maintain contact center operations periodic reporting, including individual, team, center, and enterprise statistics.- Maintain accurate quantitative and qualitative records of multi-channel performance and client service levels (performance guarantees). Construct proactive recommendations to meet service objectives.- Conduct periodic training sessions instructing various contact center personnel of traffic management methodologies and technology.- Assist in the manpower planning process, especially in the areas of staffing (permanent headcount) and scheduling (situational headcount).- Maintain working knowledge of Automatic Call Distribution system and Scheduling Application to make sound operational decisions.- Interact with all levels of employees to address workforce management related questions.Skills & Experience- Extensive working knowledge of Workforce Management (WFM) applications and tools. Must be able to effectively administer and configure the ININ platform. Must have initial understanding of specific call center software (ex. voice telephony, online chat); ongoing proficiency with company s specific applications (ex. ININ) is required. Proficient with email, collaboration, and office productivity software. Exposure to business network infrastructure.- 3-5 years of related IT experience in a Network Support / Administration position within sales, customer service, eCommerce, and/or call center industries- 2+ years of experience working with ININ (CTI technology), including Work Management Systems- Proven experience analyzing, interpreting, and summarizing complex data as it relates to call center technologies- Experience preparing reports, forecasts, trends, and recommendations for the team and senior management- Extensive work experience with telecommunication services, system upgrades, and new implementationsQualification: Bachelor Degree in Computer Science or Technical Diploma/Certificate computer programming or software.
Keyskills :
orkforce planning network support computer science work management contact center operations business continuity virtual work manpower planning customer service traffic management service level call center