Job Description

We Want You:

Are you ready to take the reins as a Senior Technical Implementation Specialist at BET Software DBN? Join us on a journey where innovation and expertise converge to shape the future. In this pivotal role, youll lead strategic initiatives, ensuring seamless implementations and continuous optimization of our mission-critical software and systems. If youre passionate about driving efficiency, delivering excellence, and embracing technological evolution, seize this opportunity to make a lasting impact. Apply today and unlock endless possibilities.

You Bring:

• 3 years’ experience in Contact Centre operations.
• Experience in managing dialer software.
• Experience with workforce management and scheduling.
• Advanced experience in MS Excel/Word/PowerPoint.
• Commercial experience related to Agreements.
• Diploma/Degree (advantageous).
• Management of Interactive Voice Recorder (advantageous).
• Three years of dialer management experience in Contact Centre operations with a proven track record (advantageous).

What You’ll Do:

• Lead and Manage Technical Operations: Oversee and optimise the technical function across all relevant areas, ensuring peak performance and alignment with business objectives.
• Develop and Implement Strategic Initiatives: Analyse customer behaviour, demographics, dialer settings, technology, and data outputs to create and execute data-driven strategies for continuous improvement.
• Proactive Risk Management: Identify and mitigate potential capacity risks or gaps by actively managing dependencies across operating units.
• Performance Optimisation: Proactively analyze queue and routing mechanisms to identify long-term trends and develop solutions, as well as adjust timeframes to address real-time events. Monitor technical performance against agreed service standards across CRMs and other platforms.
• Data-Driven Decision Making: Conduct real-time and historical analysis of technical systems performance to generate actionable insights that inform future strategic decisions.
• Vendor Management: Collaborate with vendors like Onfido and Zendesk to diagnose and resolve call center issues, ensuring optimal system functionality.
• Technical Expertise: Lead a team in applying cutting-edge technology solutions to meet evolving business needs.
• Maintain expertise in dialing campaigns, queue management, system updates, enhancements, and reporting.
• IVR and DNC Management: Ensure the efficiency and compliance of Interactive Voice Response (IVR) systems and Do Not Call (DNC) lists.
• Technology Optimisation: Partner with the operations management team to tailor existing technologies to optimise workflow and team efficiency.
• Industry Knowledge: Stay abreast of industry best practices and trends, providing valuable insights and recommendations to leadership teams (CCSM and CEM).
• Reporting and Analytics: Lead the creation of monthly management reports covering trends, resource utilisation, and other key performance indicators.
• Additional Responsibilities: Demonstrate a willingness to take on additional ad-hoc duties that contribute to department and company success

Competencies:

• SLA adherence – Ensure the daily SLA outcome is achieved. Take caution when preparing the details relevant to the process. Follow the process to ensure high-quality output.
• Planning – Establishing a clear course of action. Involving others as appropriate. Managing and prioritiding activities and ensuring monitoring of results to accomplish business-specific goals.
• Administration – Execute a variety of functions within a business administrative environment. Plan and organise administrative functions proactively. Collect information and ensure its accuracy.
• Reporting – Collate and report on information. Account for and verify reporting figures/statistics. Review/analyse reporting statistics and figures to identify trends and make relevant recommendations.
• SLA Mastery: Own exceeding service level agreements, identifying bottlenecks, and leading collaborative optimisation.
• Strategic Architect: Craft data-driven plans, lead cross-functional initiatives, and manage risks for seamless project delivery.
• Process Optimisation: Spearhead process streamlining, data management system implementation, and continuous improvement.
• Data-Driven Strategist: Design robust reporting systems, translate data into actionable strategies, and proactively address potential issues