IO Associates are helping an financial services organisation recruit a Telecoms Manager on a permanent basis, in Solihull.
The successful candidate will have management responsibilities for the operation and administration of the company's internal telecommunications system including IVR, 2-way SMS, dialler, call recording and mobile phones.
Role: Telecoms Manager
Salary: £50,000 + 5k Car Allowance + Bonus + GOOD Benefits
·Smooth operation of company telecoms services
·Administer and maintain mission critical telecom platforms in line with agreed SLA
·Continually monitor telecom platforms for performance, in line with agreed SLA
·Manage supplier relationships to optimise billing and ensure service provision leverages the most cost effective technologies and providers.
·Work with telecom providers to understand systems capability and put in place system for continual improvement
·Respond promptly and proactively to requests for changes to the telecom platforms in line with agreed priorities.
·Ensure the telecom platforms is secure with appropriate measures in place to safeguard it.
·Focus on continual improvement of telecoms and overall IT effectiveness
·Promote an environment of continual improvement in the team
·Network externally to bring in new ideas and keep up to date with best in class
·Design and implement short and long term strategic plans to ensure telecom platforms capacity meets existing and future requirements
·Develop, implement and maintain policies, procedures and associated training plans relating to telecom platforms.
·Participate in the development of IT strategies in collaboration with the Head of IT Infrastructure
·Conduct research and make recommendations on products, services, protocols and standards in support of all infrastructure procurement and development efforts
·Establish and evolve service level agreements with business units
·Avaya Professional Credential Program: Expert
·Strong customer service orientation.
·True understanding of what 'service' means
·Willing to be hands-on when necessary
·Numeric dexterity to handle budgets and calculations of ROI
·Operate across multiple projects concurrently and assume the responsibility for the appropriate technical and architectural elements.
·Three years plus successful leadership of a technical team
·Experience of working for a company with a 500+ seat Call Centre, heavily dependent on telecoms
·Exceptional knowledge of service delivery, as well as successful service level agreement accomplishments
·Hands on experience of telecom platforms troubleshooting
·Experience in interpreting the applicability of local, national and global laws/regulations and guidelines to company operations
Please get in touch for more details.