Contact Centre Systems Expert and Coordinator - Mobi Banka
Key responsibilities and deliverables:
- Analysis, design and implementation of support solutions for the Contact Centre
- System-wide configuration changes according to business requirements
- Maintenance of COTS and in-house developed solutions
- Integration of vendor systems and coordination of activities with the vendor in connection with systems within the Bank
- Real time monitoring of Contact Centre and adjusting activities in order to achieve defined KPIs
- Creating long and short term contact volume forecasts
- Creating accurate scheduling according to forecasted volumes and expected influences
- Preparation of daily / weekly / monthly / quarterly / annual reports / presentations about activities and results in Contact Centre
- Sending notifications to customers
- Technical support for Knowledge base, internal site
- Performs other tasks at the request of the direct superior
For a good start, you will need:
- Minimum high school, preferably higher education from a related field
- Fluent English (written and spoken)
- Two years of experience working in software/systems in the field of telecommunications
- Experience with AVAYA contact center products (CM, AES, IC, IR, VP, DD, PC)
- Experience with relational databases (MySQL, SQL Server, Oracle)
- Experience with software development process and distributed systems
- Experience with J2EE servers (JBoss, Tomcat, IVR services & CCAPPS services) - basic knowledge
- Experience with Unix-based systems (Linux, FreeBSD)
Personal attributes:
- Aware of global ICT trends
- Responsible and precise
- Service minded and cooperative
- Highly creative
You will enjoy:
- Dynamic and friendly work environment
- Opportunity for professional and personal development and training
- Training necessary for quality work
Please, apply by 05.05.2020.
