To proactively manage, maintain & ensure the telecommunication systems and associated equipment are available to support the business.  To provide analysis of incoming and outgoing calls to ensure telephony costs are controlled and assessed.  To develop, maintain and manage telecommunication projects, minimising disruption to the business.  Working with the Contact Centre Manager and the Resource Planning Analyst to ensure that telecommunications are managed effectively to achieve operational and business efficiency.

Primary Duties & Responsibilities 

Performance Results

• Provide daily feedback to Contact Centre Manager on performance, call handling activity and any barriers that may arise
• Ensure that all performance tools monitoring tools are consistently utilised
• Proactively volunteer ideas for service improvements and make recommendations to senior management
• To identify and effectively remedy all telephone faults within the agreed levels
• To ensure responses to all faults and new equipment enquires are within agreed turnaround times
• To ensure timely information is fed back to all parties reporting faults or requesting new equipment
• Monitor call volumes and call answering within the contact centre teams ensuring call plans and paths are supporting business objective to need and exceed the targets.
• Creation and maintenance of service levels around voice telephony support following negotiation with key areas of the business.
• Resolution and/or escalation of voice telephony issues in line with agreed service levels.
• Implementation of new voice telephony equipment and services in line with agreed service levels.
• Statistical analysis of incoming and outgoing calls on a weekly/monthly/quarterly basis together with recommendations for cost reduction and income improvement.
• Development & maintenance of call plans and ACD in line with business requirements.

 General Organisational Skills 

• Provide training and documented instructions to end users of voice systems.
• Supervise, co-ordinate and implement any telephony activities on a day-to-day basis
• Ensure all relevant parties are kept up to date with any changes to the product or procedures associated with Telephony Support
• Develop strong working relationships with other departments and suppliers
• To project manage new telephony equipment installs where required
• To identify best practice, and propose, gain agreement and implement these where required
• Document all new telephony set ups and changes ensuring all supporting documentation is sufficiently detailed so that other member s of the team can support the system in your absence.
• To ensure that accurate floor port, patching and telephone number records are held and amended as changes are applied.
• To ensure that all areas of the business are provided with sufficient warning and updates when work is carried out on the telephone systems.
• To ensure regular housekeeping is carried out on the switch & associated systems which support the current user information.
• To ensure that all information relating to IB/OB telephony is updated and documents provided to relevant parties.
• To action quarterly upgrades for all switch software.
• To ensure all site visits engineers are logged and details of work carried out is documented
• Management of all configurations and set up for the ACD platform, Call Plans and associated tasks ensuring agreement gained from relevant parties.
• Develop and manage call routing plans and strategies to enable effective camping management and resource deployment
• In conjunction with departmental manager ensure continuous improvement reviews are carried out on performance,  company policies, procedures and guidelines
• Supporting out of hours reprogramming and patching where required
• Liaison with other departments in order to identify and remedy faults within agreed timescales.
• To maintain an up to date knowledge of telephone related technologies and advise management of trends accordingly
• Provisions of second line support for voice telephony issues escalating to external suppliers as appropriate.
• Manage the BT one bill, providing monthly/quarterly recommendations to management to support cost savings &/or changes to company policies and procedures