Job Description:
We are currently seeking a highly skilled and experienced Cisco Contact Center Support Operations Manager to lead our customer service operations powered by Cisco technologies. The ideal candidate will be responsible for managing and optimizing our Cisco contact center environment to ensure seamless support delivery and exceptional customer experiences.
Key Responsibilities:
Cisco Contact Center Management: Oversee the configuration, administration, and maintenance of Cisco contact center solutions, including Cisco Unified Contact Center Enterprise (UCCE), Cisco Unified Contact Center Express (UCCX), Cisco Webex Contact Center, and related technologies.
Operational Leadership: Lead a team of support agents and technical specialists, providing direction, guidance, and support to ensure efficient and effective operation of the Cisco contact center environment.
Performance Optimization: Analyse key performance metrics and operational data from Cisco contact center systems to identify areas for improvement and implement strategies to enhance efficiency, productivity, and customer satisfaction.
Technical Expertise: Serve as a subject matter expert on Cisco contact center technologies, providing insights, recommendations, and solutions to address technical challenges and optimize system performance.
Integration and Collaboration: Collaborate with IT teams, network engineers, and other stakeholders to integrate Cisco contact center solutions with existing infrastructure, applications, and systems, ensuring seamless operation and interoperability.
Customer Experience Enhancement: Drive initiatives to enhance the customer experience through Cisco contact center technologies, including proactive outreach, personalized interactions, and omnichannel support capabilities.
Quality Assurance and Compliance: Implement quality assurance programs and processes to ensure adherence to service level agreements (SLAs), compliance with regulatory requirements, and alignment with industry best practices.
Training and Development: Provide training and professional development opportunities to team members to enhance their technical skills and proficiency with Cisco contact center technologies.
Vendor Management: Manage relationships with Cisco and other technology vendors, including contract negotiations, service level agreements, and escalations management.
Strategic Planning: Develop and execute strategic initiatives to drive continuous improvement and innovation in Cisco contact center operations, aligning with organizational goals and objectives.
Qualifications:
Bachelor’s degree in computer science, information technology, or a related field.
Cisco certifications such as CCNA, CCNP Collaboration preferred.
Proven experience in managing Cisco contact center solutions, with a minimum of [X] years in a leadership role.
Strong technical expertise in Cisco UCCE related technologies.
Excellent leadership, communication, and interpersonal skills.
Analytical mindset with the ability to analyze data, identify trends, and make data-driven decisions.
Knowledge of industry best practices and emerging trends in Cisco contact center technology and operations.
