Contact Centre Specialist (m/f)

Job type:
on-site
Start:
05/13
Duration:
4 MM
From:
Hays AG
Place:
Zurich region
Date:
04/16/2013
Country:
flag_no USA
project ID:
522352

Warning
This project is archived and not active any more.
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We are looking for a
Contact Centre Specialist (m/f)

Referenz: 209486/4-en
Beginn: 05/13
Dauer: 4 MM
Ort: in Zurich region
Branche: Mit Versicherungsdienstleistungen u. Pensionskassen verbundene Tätigkeiten

Ihre Aufgaben:
  • Cordination of IT and telephony
  • Implementation of tools to improve performance
  • Design and implementation of process optimisations
  • Internal and external project communications


Ihre Qualifikation
  • Excellent knowledge of Contact Center technologies with industry certification (design and support specialist)
  • Good knowledge of PBX / switch technologies (TDM, VoIP, routing & switching, protocols ISDN, QSIG, SIP) and Genesys products and services and their usage
  • Knowledge of Genesys Workforce Management (WMF) and intelligent Workload Distribution (iWD) as well as Cisco Voice products (CUCM, Jabber, Unity) an advantage
  • Contract knowledge (Outsourcing, Agreements, SLAs etc.)
  • Vendor Management experience, good contacts to existing and optional suppliers, vendors, providers
  • Business management and analytical skills
  • Project management skills and experience in the development of concepts
  • Service management skills (ITIL V3) and experience
  • Fluent in German and English



Skills:
- Administrator