A Place for Mom

  • Manager, Telephony Services

    Job Location(s) US-WA-Seattle
    Job ID
    2018-3199
    # of Openings
    1
    Category
    Hidden (37928)
  • Overview

    The Manager, Telephony Services is part IVR/telephony subject matter expert, part project manager, part best practices champion, and part continuous improvement advocate. This person will lead the Telephony/IVR practice and have a direct impact on the initial experience families will have when contacting A Place For Mom. You will engage in the overall Customer Care strategy and will help define how to provide the best customer experience while driving maximum efficiencies. 

    Responsibilities

    • Share your passionate for designing world-class contact experiences.
    • Be resourceful and customer-focused, able to independently learn and break down complexity.
    • Apply your exceptional attention to detail to assess and recommend changes that improve process & people efficiency, maintain and supply accurate data and information, and support departmental and executive facing metrics.
    • Collaborate with business and technical teams to deliver results.
    • Apply business, industry, and technical knowledge to design, develop, and optimize IVR creation, management, and reporting.
    • Serve as a telephony/IVR subject matter expert, share and educate others on IVR/telephony best practices.
    • Lead the project planning, business and metrics requirement definition, project implementation, stakeholder communications, and final analysis efforts.
    • Coach direct employees and provide guidance to achieve maximum potential and expand their expertise.
    • Develop plans that support a continuous improvement approach, resolve challenges, and enable team success.
    • Take point for establishing and fine tuning dialer usage to ensure all current and future efforts are optimized for their best performance.
    • Interface with Supervisors and Managers as needed for escalation of service impacting issues; align internal projects with Customer Care strategies and initiatives.
    • Be able to manage multiple priorities and remain calm in a fast-paced, deadline-driven environment.
    • Apply analytical and problem solving skills toward identifying opportunities, resolving issues, and making decisions.
    • Be both strategic and execution oriented.

    Qualifications

    • Demonstrated ability to gather and document business requirements and partner with technical teams to transform them into functional specifications and customer experience design artifacts.
    • Proven ability to use technology to scale programs and improve efficiencies.
    • 3+ years of experience with call center technology (e.g. WFM software and processes, IVR technology and telephony systems).
    • Previous experience reading, analyzing, and interpreting data for the purposes of establishing facts, monitoring progress, and identifying trends.
    • Proficient in Microsoft Office products (Excel, Work, PowerPoint, Access).
    • Proficient in My SQL.
    • Bachelor's degree or 10+ years related work experience.
    • Experience with Five9 telephony platform is desired.
    • Experience with chat platforms and/or supporting technologies is desired.

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