Chief Specialist Contact Center Management

• 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.