Job Description

Job Title Chief Specialist Contact Center Management

Description

Oversee and manage all Contact Center service design activities and risks i e Service Level Management Availability Management Capacity Management etc Contribute to the design and implementation of the Contact Center change management process and the development of the post change report Manage and coordinate with outsourced vendor on the definition of Contact Center availability requirements and the development maintenances of its related plan Monitor the contact center availability performance to ensure that it meets current and future availability needs of the organization in a cost effective and timely manner Recommend and contribute to Contact Center service design activities and risks i e Service Level Management Availability Management Capacity Management etc and ensure effective design in coordination with the outsourced vendor Oversee and drive the Contact Center change management process to ensure minimum disruption and risk to Contact Center services Support the development documentation continuous improvement of the Section s processes procedures in line with the Enterprise Process Model and in collaboration with business design authority Oversee the periodic service performance reviews and reporting and highlight the achievement of KPIs and recommended corrective actions Prepare development of the annual operating plan and budget Support and participate in projects tasks related to areas of responsibility Continually assess and determine the section s human capital technical process governance requirements Develop recommendations on required interventions Advocate on implementing these interventions with relevant stakeholders Requirements Bachelors Degree in a related discipline or the equivalent combination of education professional training or work experience

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