Discovery Limited Head of Contact Centre Systems Support Jobs in South Africa
Discovery Limited Head of Contact Centre Systems Support Jobs in South Africa
Job PurposeThe Head of Contact Centre Systems Support manages the technical systems underpinning the Bank’s client call centre.
The primary purpose of the role is to provide and oversee the technical capabilities to ensure 24/7 support for the Bank’s call centre with a focus on system availability, resilience, and rapid resolution of incidents to achieve the highest level of call centre availability.
The successful appointee will interface with various IT stakeholders including infrastructure support, IT security, interfacing technical system support teams, production operations and business systems.
The Head of Contact Centre Systems Support will collaborate with key business stakeholders to ensure comprehensive operational support, including consideration of routine business cycles, releases, and service incident recovery.
The role will require the management and co-ordination of a combination of internal and external service provider resources to achieve and maintain coverage of the function.
The role will require the establishment and maintenance of a knowledge base of technical support information for optimal support and maintenance of the call centre environment.
Areas of responsibility include but are not limited to
The Head Of Contact Centre Systems Must
Manage the technical application support capability and ensure that the necessary skills and competencies are available, including: Genesys, Nice voice recording, voice telecommunication technologies; Skype, Teams and the underlying operating system and database technologies e.g. Linux, Windows, Microsoft SQL are implemented, supported, configured and maintained.
Manage the 24/7 support capability
Interface with IT stakeholders and ensure that the supporting systems are maintained to meet the Bank’s Contact Centre specifications and requirements through-out
their lifecycle.
This includes structured testing in line with the change and release processes of the Bank.
Maintain effective communications and support processes with interfacing system support functions.
Create and maintain all technical documentation related to the Contact Centre systems.
Support and manage 3rd party interfaces, resources and services, including software and hardware vendors, service providers, telecommunication providers, and ensure that all support requirements are taken into consideration and provided.
Perform root cause analyses, performance tuning and optimisation and other service improvement activities to ensure that the systems operate at the optimum level.
Provide support to the Programme Office during the build and implementation of new Contact Centre services or interfacing services and changes to such services.
Provide support to the business continuity and disaster recovery functions in the design and testing of contact centre system resilience and recovery strategies.
Liaise with change and release management in the planning of changes and releases of services in scope.
Education And Experience
At least 10 years’ experience of supporting applicable core call centre and voice telecommunications technologies.
At least 5 years’ experience in a supervisory or management level/role.
Previous experience in the banking or financial services sector will be an advantage
Technical Skills Or Knowledge
The ideal candidate should possess technical knowledge, or have had exposure to the support processes of, following products / technologies (or equivalents):
Genesys
Nice (voice recording)
Voice communications and networking products
Telecommunication
Operating systems
SQL databases (advantage)
Skype for business / MS Teams
How to Apply
For more information and job application details, see; Discovery Limited Head of Contact Centre Systems Support Jobs in South Africa
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