Contact Centre Service Manager

1 day ago

Sydney, New South Wales, Australia beBeeCustomer Full time $90,000 - $120,000

Contact Centre Specialist Job Description

As a key member of our team, you will play a vital role in delivering exceptional service to large enterprise customers across various technologies. This includes CISCO UCCE, NICE MPower, and Verint WFO.

The primary objective is to facilitate the delivery of managed services and utilise technical skills as an engineer for contact centre technologies in accordance with contracted service level agreements. You will work closely with large Enterprise Customers, internal stakeholders, and vendors to provide technical support and assist with incident management.

This role requires strong domain technical skills specifically in Cisco UCCE, with a solid understanding of all Cisco UCCE contact centre products. A vendor management focus is essential, working closely with various vendors to drive the right outcomes for our customers.

Main Responsibilities:

  • Ensure customer systems run smoothly by addressing critical issues promptly.
  • Contribute to customer satisfaction by communicating clearly, sharing knowledge, and responding quickly.
  • Support the implementation of cutting-edge contact centre technologies and existing on-premise technology.
  • Work within a structured environment that follows standard IT service management practices based on ITIL principles.
  • Apart from major contact centre vendor certifications, we value your potential to learn and grow.

Key Qualifications:

  • Strong problem-solving skills and a proactive approach.
  • Excellent communication and interpersonal abilities.
  • Willingness to learn and contribute to a team environment.
  • Ability to follow processes and guidelines.
  • A genuine interest in the world of Contact Centre administration/configuration.

Benefits and Culture:

  • We offer an inclusive work environment with wheelchair accessibility.
  • Inclusive carer-neutral paid parental leave of up to 16 weeks.
  • Accessible resources, webinars, and support via the 'Parents at Work portal.'
  • A range of benefits including a monthly service discount and bill rebate.
  • Employee-led volunteer groups promoting diversity and inclusivity.
  • Vibrant campus life with various facilities, including restaurants, cafes, gymnasium, GP, and post office.

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