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ERIC YOUNG ASSOCIATES is a Division of Tele-Centre Assist Inc.
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Telecom Analyst
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Financial Services
Regular Business Hours
Telecom Support
Vice President, IT
$65,000 - $75,000
Toronto
NA
3 Weeks
NA
ERIC YOUNG ASSOCIATES®, a division of Tele-Centre Assist Inc is a results driven organization focused on implementing sustainable sales growth or contact center optimization.
Working with Fortune 500 companies across the continent, we focus on enterprise-wide Sales and Customer Service activity. Our firm offers a recruiting service as just one part of our specialized focus. We have earned a reputation as being the definitive source for qualified Sales, Call Center and Telecom professionals.
OVERVIEW:
Is a leader in the Financial Services (emerging markets) industry. This position is the primary liason between the Business and IT telecom.
PRINCIPAL ACTIVITIES:
- Manage IVR and telephony infrastructure including monitoring stability, processing requests and implementing technology.
- Work on project teams to implement new and emerging technologies into call center.
- Identify, track and report issues with call routing, escalating issues when necessary.
- Work closely with forecast planning team to ensure appropriate voice and data capacity is in place to execute allocation strategy.
- Ensure all routing meets guidelines set by IT, the Business and voice of the customer.
POSITION QUALIFICATIONS:
- Advanced knowledge and understanding of telecom technology.
- Experience with Avaya, Edify, Geotel and preferably eWorkforce management.
- Ability to quickly identify issues and determine the appropriate resolution path.
- Thorough knowledge of operational objectives, metric goals and organizational strategy
- Bachelor's degree or equivalent
- Minimum of two years experience in Customer Service Delivery
- 2+ years management experience.
Remember to Include...
- Position Title
- Most Recent Salary (excluding bonuses)
- Day-Time Phone Number
416.498.9440
SALES GROWTH + CONTACT CENTER CONSULTANTS
Contact Centers & Sales Departments
Operations & Technology Consultants
