Oversee and manage all Contact Center service design activities and risks (i.e. Service Level Management, Availability Management, Capacity Management, etc.)
Contribute to the design and implementation of the Contact Center change management process and the development of the post change report
Manage and coordinate with outsourced vendor on the definition of Contact Center availability requirements and the development & maintenances of its related plan
Monitor the contact center availability performance to ensure that it meets current and future availability needs of the organization in a cost effective and timely manner
Recommend and contribute to Contact Center service design activities and risks (i.e. Service Level Management, Availability Management, Capacity Management, etc.) and ensure effective design in coordination with the outsourced vendor
Oversee and drive the Contact Center change management process to ensure minimum disruption and risk to Contact Center services
Support the development, documentation, continuous improvement of the Section?s processes & procedures in line with the Enterprise Process Model and in collaboration with business design authority
Oversee the periodic service performance reviews and reporting and highlight the achievement of KPIs and recommended corrective actions
Prepare development of the annual operating plan and budget
Support and participate in projects/ tasks related to areas of responsibility
Continually assess and determine the section?s human capital, technical, process & governance requirements. Develop recommendations on required interventions. Advocate on implementing these interventions with relevant stakeholders
RequirementsBachelors Degree in a related discipline, or the equivalent combination of education, professional training, or work experience.
