Voice Operations Manager
Posted on Sep 5, 2020 by Parallel Consulting
Voice Operations General Manager will report to the MD and form part of Senior Leadership Team
Directing the operational aspects of the company's Voice Operations centre for the customer
Managing the P&L for the customer support solution and the customer account
Managing the staff and all its tiers, assigned to the Voice Operations Centre
Ensuring compliance to customer and internal metrics financially and operationally
Identifying and establishing key measurement criteria for optimum running of the Voice Operations Centre for our customer
Initiating Improvement projects for the service and formulating teams/delivery targets
Highest level of escalation for the customer for incidents, situations and problems including commercial elements
Representing the company on support escalations with suppliers
Carrying out regular service reviews with customer for areas being managed by the Service Manager
Carrying out key supplier reviews
Generally responsible for Customer relationship management on a regular formal basis and informal basis, maintaining a positive rapport with senior IT leaders of the customer.
Responsible for maintaining and hosting regular internal supplier reviews; help desks, resolver groups etc.
Managing any claims procedures for missed SLA and producing all relevant documentation/evidence
Demonstratable experience in an Operational Director or Senior Manager role in the field of telecommunications (preferably within the Voice arena)
Commercial experience having successfully managed P&L in excess of £5M per annum
Management and development of staff
Management of a large team with skills in structuring teams, measuring performance and driving performance improvements.
The successful candidate for this role will have a background in communications technologies and will ideally understand:
o Microsoft Skype for Business/Lync
o IP based telephony
o Voice technologies; such as SBC/SBA
o Networking (including WAN/LAN)
o Traditional TDM voice
o Migration of ISDN to SIP connectivity
Good knowledge of the telecommunication market
Candidate must demonstrate ability to deliver outstanding service in a pressured environment
Understand ITIL and Service Models
Excellent interpersonal skills, including effective verbal and written communication in English, and strong influencing and networking skills. They must feel comfortable with discussing all areas of IT with different levels of seniority and all levels of IT-competent users.
Demonstrated ability to be the face off with a large corporate customer and to influence at senior management/C-Level.
Positive attitude towards customer service and demonstrate clear business focus and desire to work.
Strong teamwork skills and able to work under own initiative when required.
Demonstrates tenacity and resolve in pursuing critical outcomes.
Patience and the ability to remain calm under pressure.
Can do attitude, focused on meeting deadlines and on high quality deliverables.
Flexible approach to working hours and travel.
Strong stakeholder management skills and experience working with third party suppliers to deliver products or services.
We are looking for people who:
Enjoy providing the highest level of customer experience;
Seek a challenging and rewarding work experience;
Are comfortable working virtually in a multicultural environment
Want to learn and gain greater expertise in their field and future UCC technologies such as Cloud Voice and MS Teams
Enjoy working at a growth company with advancement opportunities;
Can work hard while having fun, and act in an honest and ethical manner;
Possess strong working knowledge of English (verbal and written) language;
Have experience in trace analysis, debug skills and other proprietary tools, to analyze problems and develop solutions to meet customer needs;
Exhibit leadership through personal responsibility, accountability and teamwork.
There may be a requirement for Customer site visits domestically and internationally. Travel will be dependent upon Covid impacts.
UK or NL home based
Competitive salary and benefi
Parallel Consulting is acting as an Employment Agency in relation to this vacancy.