Head of Technical Operations (Genesys & Avaya)

Head of Technical Operations (Genesys & Avaya)
70,000 + Car + Bonus etc
London, Middlesex, Manchester, Leeds, Warrington

A fantastic and rare opportunity for an experienced Genesys & Avaya Contact Centre Professional to join a leading Systems Integrator in the capacity of Head of Customer Technical Services. The position is offered on a permanent basis and can pay between 65,000 - 75,000 basic salary + Car Allowance & Bonus etc depending upon experience. The role can be based out of London, Warrington or Leeds but will require travel on a regular basis.

In this senior client facing Technical Operations role you will be responsible for leading & managing a team of circa 10-12 engineers + support staff including project managers & solutions architects to ensure any issues / incidents are dealt with in accordance to their SLAs.

As the Head of Technical Operations you will use an ITIL approach to process improvement to ensure any reoccurring issues / bottlenecks are dealt with as to not affect the customer solution. You will also manage & prioritise customer incidents to ensure they are dealt with according to severity etc.

To be considered for this position candidates must have solid technical experience with both Genesys & Avaya Contact / Call Centre technologies. You must also have strong Management / Team Leadership experience and come from the Telecoms, Systems Integrator or Call / Contact Centre environment.

You will also be well versed commercially in leading a client facing service focused operations and be experienced in dealing with escalated issues / incidents relating to Call / Contact Centre technologies.

Environment; Call Centre, Contact Centre, Telecoms, Telco, Systems Integrator, Genesys, Avaya, ACD, IVR, VoIP, SIP, Voice, ITIL, Head of Operations, Contact Centre Manager, Operations Manager, Head of Service, Technical Support Manager, NOC Manager, Six Sigma, CCPulse, CCAnalyzer. MECS Comms offer a broad range of Talent Acquisition & Career Development services for a variety of commercial, executive, managerial, professional, specialist & technical disciplines across the Telecommunications, Media & Technology industries.

This vacancy is being advertised by MECS Communications Limited who operates as an Employment Agency & Employment Business. For more information or a list of current vacancies, please see our web site at mecscomms.co.uk

Job Type : Permanent

Location : London, Middlesex, Manchester, Warrington, Leeds

Salary : 65k - 75k pa + Car + Bonus etc

Date Advertised : 10 Jan 2013


Sorry, this position is no longer available.

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