Telephony Analyst / Specialist / Expert
London

About the Role

An excellent opportunity has arisen for a Telephony / Telecoms expert to join one of the countries leading organisations in their sector.

Initally this will be a 1 year FTC, it is HIGHLY likely it will extend to 2 or 3 years

There will be some travel,
but you can be home based for 2 days a week

Free Gym for your whole family and Free Private Healthcare


Forward thinking organisation on the brink of re-designing the way in which it interacts with its customers.  As the In-House expert for the Telephony Systems, you will play a pivotal role in delivering this, by assessing system efficiencies, identifying areas for improvement and project managing major changes to the their telephony solutions.

There will be a mix of working from the Head Office and Home in this post.

Key Responsibilities:

  • Accountable for managing all ‘telephony change’ across UK customer operations.
  • Continually monitoring and evaluating Telephony System performance and efficiencies to
  • identifying areas for improvement.
  • Design and implement technical solutions and system improvement initiatives.
  • Project management of ‘change programmes’; working alongside third party providers to
  • ensure change continuity and effective implementation.
  • Formulate business cases and proposal documents to be delivered to company stakeholders
  • to ensure they engage with these ideas.
  • Able to identify key performance trends and making recommendations based on MI reports.
  • Produce clear and concise reports

Key Skills / Experience required:

  • A wealth of telephony systems experience in a customer operations / call centre environment.
  • Strong analytical and technical skills with the ability to identify areas for change / improvement.
  • Previous experience of project management and the implementation of system changes to
  • complex telephony systems and routing.
  • Ability to work affectively with all key stakeholders to successfully implement change, including
  • 3rd party contractors and partners.

This is a 1 year FTC which is highly likely to extend to 2 or 3 years.

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