Job Description
We have an exciting opportunity for an IT Manager, Call Center Sales & Services to join our growing IT team! In this role, you will have the opportunity to deliver proactive and predictive sales experience for our call center agents for a better business outcome. We are looking for an execution-oriented leader who has demonstrated experience creating and delivering best in class sales experience for call center agents. We want entrepreneurs at heart, who will place a strong emphasis on customer care and drive high conversion rates and sales.
As an IT Manager, Call Center Sales & Services, your duties and responsibilities will include:
- Engage in development and implementation of digital strategy and business solutions to empower the call center agents to place sales and service transactions
- Act as an advisor and partner in translating the business strategy to identify and deliver relevant solutions that add value
- Establish plan to increase call centers orders and optimize conversion rate.
- Evaluate technologies and products, develop system architecture and manage the roadmap for implementing the end-to-end ordering and service platforms to support buy and account management experiences for call center agents
- Define and measure success through clearly defined KPIs to drive agents satisfaction, revenue growth and AHT reduction
- Review, evaluate and prioritize new feature development requests from business partners and stakeholders
- Communicate strategy, roadmap and status to various audiences across the organization
- Accountable for vendor management to ensure high quality third party and Saas integrations
- Accountable for all appropriate risk and security measures for call center applications
- Collaborate with architecture, other cross functional teams to build scalable and resilient solutions
- Hire, grow, develop, and set goals for the team
Qualifications
WHAT IT TAKES TO CATCH OUR EYE:
- Bachelor’s Degree in Computer Science, Engineering
- 10+ years of experience in Telecom ordering and support applications
- Expertise in implementing applications in Microservices, spring, spring boot, spring reactor, kafka, Java/reactjs, Mobile/Web, Cloud, Kubernetes and EKS Architecture and proven ability to deliver on the technology ecosystem
- Experience in provisioning logging and monitoring systems such as Kibana or Splunk to ensure system stability
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