Manager, Digital Workplace Voice Systems

3 weeks ago

Docklands, Australia Link Group Full time

Overview
Reporting to the Head of Infrastructure (AU), the Manager Voice Systems provides Management oversight and Operational Support for Link Group Voice Systems and associated platforms (such as Genesys, MS Teams, Interaction Recording, Click to Chat, Outbound Dialler, CCP Softphone, etc.). The role is focused on Australian and Indian based systems and people.
The Manager Voice Systems is a hands-on role and therefore the candidate should also be a subject matter expert (SME) on Voice Systems, providing guidance & advice to a wide range of stakeholders, both internal and external, including Business, Clients, Projects, Suppliers, Client Partnerships, and other Technology teams.  The knowledge and experience in the role will assist in developing strategy and design of Link Group Voice Systems.
The role involves ongoing stakeholder engagement, understanding customer needs and encouraging greater use of platform capabilities to add value and align to Link Group strategy.
The Manager Voice Systems will also be responsible for the delivery of small to medium sized projects and BAU initiatives, including upgrades and enhancements.

Key Accountabilities and main responsibilities

  • Provide management oversight and support to the Voice Systems Team in Australia and India
  • Providing tailored training support for the team in India
  • Provide governance oversight of third party suppliers and vendors
  • Provide Operational support for Voice Platforms used by Link Group Contact Centres and other lines of business
  • Delivery of small to medium sized projects and BAU initiatives
  • Manage the risk position of voice systems located in Australia
  • Analyse and document internal system and processes, including Knowledge Articles, IVR maps, support documentation and ad-hoc stakeholder material.
  • Driving improvement in the way Link Group operates by driving innovation and implementing best practice in Voice Systems.
  • Ongoing management of Incidents & requests, resolving issues effectively and efficiently to minimise impact on the business, maintain service continuity and prevent rework.
  • Support Disaster Recovery, Business Continuity, Crisis Management & Audits.

Strategic Focus

  • Align to the Link Group strategy and ensure all tasks are performed withing agreed processes and strategic intent.
  • Work closely with technology and business stakeholders to ensure system solutions are aligned with Link Group strategy

Operational Management

  • Provide specialist day to day Operational support for Link Group Voice Systems & the Voice Group Systems Team
  • Provide Operational support to the various business units across the Link Group and any subsidiary as required.
  • Support Link Group Voice solutions to meet business requirements.
  • Provide Voice Systems & processes consultation & design input.
  • Ensure all relevant documentation (including system information) is up to date.
  • Provide specialist technical support to assist in the resolution of Voice System related incidents.
  • Provide a technical escalation point for 1st & 2nd level support as well as 3rd parties in the
  • ongoing support and management of Voice Systems.
  • Participate in the delivery of technical solutions for other Voice System projects as required.
  • Provide Lead technical support for escalated Severity 1 and 2 issues as required.
  • Provide Lead technical support services to other project teams as required.
  • Ensure audit and compliance protocols are reviewed and complied with.
  • Provide technical input into Crisis/Incident Management as required.
  • Any service requests or incidents must be responded to within SLA and resolved as soon as possible. 

People Leadership

  • Whilst the role does not have any direct people leadership, it is an expected that Manager Voice Systems provide leadership, coaching and expertise to stakeholders.  The Manager Voice Systems role is the ‘go to’ for consultation and provides guidance to both onshore and offshore teams.

Governance & Risk

  • Ensure all work adheres to appropriate change management, audit and compliance protocols.
  • Provide input into the DRP, BCP and annual audit process
  • Ensure procedural and architecture documentation is maintained and updated accordingly.
  • Formal Training and certification is required as agreed with the IT Manager to address any documented skill-gap areas.
  • Active participation in Risk Management processes and Incident/Problem Management.

Experience & Personal Attributes

  • Minimum of 3 years Operational Contact Centre experience.
  • Skilled in complex stakeholder management.
  • Ability to work autonomously, with critical decision-making capability.
  • High levels of resiliency and ability to work under pressure.
  • Excellent communication skills including written and verbal communication.
  • High degree of technical aptitude and genuine interest in Customer Experience Journeys.
  • Experience running small to medium sized projects or initiatives from inception through to delivery.
  • Demonstrated ability to set goals and deliver business outcomes.
  • Previous experience working with Contact Centre technology solutions.
  • Strong understanding of the Link Group business, including Contact Centre Operations & experience in a fast-paced customer service/call centre environment.
  • Proficiency in MS Office, D365, MS SQL will be highly regarded.
  • Good working knowledge of MS Teams, Genesys, ServiceNow, MS Dynamics and associated voice technologies.
  • Appropriate professional certifications (such as Genesys Certification, ITIL, etc.) is also highly regarded.

  • Manager, Digital Workplace Voice Systems

    3 weeks ago

    Docklands, Australia Link Group Full time

    **Overview** - Reporting to the Head of Infrastructure (AU), the Manager Voice Systems provides Management oversight and Operational Support for Link Group Voice Systems and associated platforms (such as Genesys, MS Teams, Interaction Recording, Click to Chat, Outbound Dialler, CCP Softphone, etc.). The role is focused on Australian and Indian based systems...

  • Manager, Digital Workplace Voice Systems

    1 week ago

    Docklands, Victoria, Australia Link Group Full time

    Overview Reporting to the Head of Infrastructure (AU), the Manager Voice Systems provides Management oversight and Operational Support for Link Group Voice Systems and associated platforms (such as Genesys, MS Teams, Interaction Recording, Click to Chat, Outbound Dialler, CCP Softphone, etc.). The role is focused on Australian and Indian based systems and...

  • Manager, Digital Workplace Voice Systems

    1 week ago

    Docklands, Victoria, Australia Link Group Full time

    Overview Reporting to the Head of Infrastructure (AU), the Manager Voice Systems provides Management oversight and Operational Support for Link Group Voice Systems and associated platforms (such as Genesys, MS Teams, Interaction Recording, Click to Chat, Outbound Dialler, CCP Softphone, etc.). The role is focused on Australian and Indian based systems and...

  • Voice Product

    2 weeks ago

    Docklands, Australia Medibank Full time

    **Will you actively create a healthier future for tomorrow?** At Medibank we’re encouraged to think big. We have a clear purpose to impact better health outcomes for our customers, patients and our community. We celebrate diversity of thought because we want to make better decisions for our customers. As we work towards our goal of better health for...

  • Voice Product

    1 week ago

    Docklands, Victoria, Australia Medibank Full time

    Will you actively create a healthier future for tomorrow?At Medibank we're encouraged to think big. We have a clear purpose to impact better health outcomes for our customers, patients and our community.We celebrate diversity of thought because we want to make better decisions for our customers. As we work towards our goal of better health for better lives,...

  • Operations Manager- Core Medibank Customer Systems

    2 weeks ago

    Docklands, Australia Medibank Full time

    **Will you actively create a healthier future for tomorrow?** At Medibank and ahm we’re encouraged to think big. We have a clear purpose to impact better health outcomes for our customers, patients and our community. We celebrate diversity of thought because we want to make better decisions for our customers. As we work towards our goal of better health...

  • Operations Manager- Core Customer Systems

    1 week ago

    Docklands, Victoria, Australia Medibank Full time

    Will you actively create a healthier future for tomorrow?At Medibank and ahm we're encouraged to think big. We have a clear purpose to impact better health outcomes for our customers, patients and our community.We celebrate diversity of thought because we want to make better decisions for our customers. As we work towards our goal of better health for better...

  • Systems Specialist

    4 weeks ago

    Docklands, Australia Medibank Full time

    **Will you actively create a healthier future for tomorrow?** At Medibank we’re encouraged to think big. We have a clear purpose to impact better health outcomes for our customers, patients and our community. We celebrate diversity of thought because we want to make better decisions for our customers. As we work towards our goal of better health for...

  • Digital Product Manager

    3 weeks ago

    Docklands, Australia MLC Life Insurance Full time

    **The Role** As MLC Life Insurance is on a journey to transform customer & digital experiences in the Life Insurance Sector. Our mission is to make Life Insurance as easy as every day, modern digital interactions. We are investing in and growing our Digital and CX capabilities, and have an exciting strategic roadmap set to reshape the insurance experience...

  • Workplace Manager

    2 months ago

    Docklands, Australia JLL Full time

    JLL supports the Whole You, personally and professionally. Shaping the future of real estate for a better world At JLL, we see a Brighter Way forward for our clients, our people, our planet, and our communities. With over 200 years of real estate experience, we are, and always have been, in continual pursuit of brighter ways of working. We bring to life...

  • Digital Product Manager

    1 week ago

    Docklands, Victoria, Australia MLC Life Insurance Full time

    The RoleAs MLC Life Insurance is on a journey to transform customer & digital experiences in the Life Insurance Sector. Our mission is to make Life Insurance as easy as every day, modern digital interactions.We are investing in and growing our Digital and CX capabilities, and have an exciting strategic roadmap set to reshape the insurance experience for our...

  • Workplace Manager

    1 week ago

    Docklands, Victoria, Australia JLL Full time

    JLL supports the Whole You, personally and professionally.Shaping the future of real estate for a better worldAt JLL, we see a Brighter Way forward for our clients, our people, our planet, and our communities. With over 200 years of real estate experience, we are, and always have been, in continual pursuit of brighter ways of working.We bring to life see a...

  • Systems Specialist

    1 week ago

    Docklands, Victoria, Australia Medibank Full time

    Will you actively create a healthier future for tomorrow?At Medibank we're encouraged to think big. We have a clear purpose to impact better health outcomes for our customers, patients and our community.We celebrate diversity of thought because we want to make better decisions for our customers. As we work towards our goal of better health for better lives,...

  • Digital Implementation Lead

    2 weeks ago

    Docklands, Australia Medibank Full time

    **Your career in healthcare made **_personal_** At Medibank we’ve recently unified our health services under one brand - **Amplar Health.** With over 1000 employees, our nurses, GPs and other amazing allied health professionals our focus is on improving healthcare experiences and championing greater access, choice, and control for people in Australia...

  • Systems Engineer

    1 month ago

    Docklands, Australia Thales Full time

    At Thales, we know technology has the ability to make our world more secure, sustainable, and inclusive – and that it’s all driven by human intelligence. Because it takes human intelligence to build and power the systems and solutions that people depend on every day. So we stay curious and make space for diverse points of view. We share what we know...

  • Systems Engineer

    3 weeks ago

    Docklands, Australia Thales Full time

    At Thales, we know technology has the ability to make our world more secure, sustainable, and inclusive – and that it’s all driven by human intelligence. Because it takes human intelligence to build and power the systems and solutions that people depend on every day. So we stay curious and make space for diverse points of view. We share what we know...

  • Digital Product Manager, Growth

    1 week ago

    Docklands, Victoria, Australia Medibank Full time

    Will you actively create a healthier future for tomorrow?At Medibank and ahm we're encouraged to think big. We have a clear purpose to impact better health outcomes for our customers, patients and our community.We celebrate diversity of thought because we want to make better decisions for our customers. As we work towards our goal of better health for better...

  • Digital Producer

    1 week ago

    Docklands, Victoria, Australia Medibank Full time

    Will you actively create a healthier future for tomorrow?At Medibank we're encouraged to think big. We have a clear purpose to impact better health outcomes for our customers, patients and our community.We celebrate diversity of thought because we want to make better decisions for our customers. As we work towards our goal of better health for better lives,...

  • Digital Product Manager, Growth

    1 week ago

    Docklands, Victoria, Australia Medibank Full time

    Will you actively create a healthier future for tomorrow?At Medibank we're encouraged to think big. We have a clear purpose to impact better health outcomes for our customers, patients and our community.We celebrate diversity of thought because we want to make better decisions for our customers. As we work towards our goal of better health for better lives,...

  • Manager, Digital Channels

    1 week ago

    Docklands, Australia MLC Life Insurance Full time

    Are you committed to bringing your best to life every day? At MLC Life Insurance, we’re proud of our history of protecting Australians for over 135 years. We provide flexible, affordable, and innovative insurance products to almost 1 million Australians. We’re Australian-led and managed, and part of a global network through our partnership with one of...