Technical Lead Implementation Specialist

• Lead direct and indirect reports for the successful implementation of the allocated projects.


• Work with management to ensure the team is appropriately resourced and members are equipped with the requisite skills required for both current and future projects.


• Ensures that the cross-functional team is aligned with the company’s strategy and working towards achieving the strategy.


• Lead, manage and optimise the technical operations across the relevant areas of control.


• To create, test and implement strategies based on customer behaviours, demographics, dialer settings, technology and data outputs in conjunction with devised strategies.


• Creating mitigation plans for capacity risks or gaps by managing dependencies across operating units.


• Be actively engaged with queue and routing mechanisms to make proactive changes for long-term trends, as well as make real-time adjustments for events that occur.


• Monitor technical performance against agreed service standards across CRMs and other technical platforms.


• Real-time and historical analysis of performance on technical systems to help generate awareness, which can then be used to create future strategic decisions.


• Coordinate with vendors to diagnose and repair call centre issues.


• Work as a team to apply technology to meet evolving business needs.


• Create and update dialling campaigns, queue maintenance, system updates, enhancements & reports.


• Supports the operations management team by optimising available technology that fits the operation team’s needs.


• Understanding best practices in industry and keeping abreast of general trends to present to CCSM and CEM.


• Monthly management meeting reporting, trend reporting, resource management reporting, etc. 


• Any other ad hoc duties that might be required.

• 3 years’ experience in Contact Centre operations.


• Experience in managing dialer software.


• Experience with workforce management and scheduling.


• Advanced experience in MS Excel/Word/PowerPoint.


• Commercial experience related to Agreements.


• Diploma/Degree (Advantageous) 


• Management of Interactive Voice Recorder (Advantageous) 


• Three years of dialer management experience in Contact Centre operations with a proven track record (Advantageous) 

• SLA adherence – Ensure the daily SLA outcome is achieved. Take caution when preparing the details relevant to the process. Follow the process to ensure high-quality output.


• Planning – Establishing a clear course of action. Involving others as appropriate. Managing and prioritising activities and ensuring monitoring of results to accomplish business-specific goals.


• Administration – Execute a variety of functions within a business administrative environment. Plan and organise administrative functions proactively. Collect information and ensure its accuracy.


• Reporting – Collate and report on information. Account for and verify reporting figures/statistics. Review/analyse reporting statistics and figures to identify trends and make relevant recommendations.

Living the spirit 

• We actively engage and take the lead in implementing technology solutions for the Business as a whole.


• We embrace the need to readily contribute our skills, ideas, and efforts, ensuring a proactive and hands-on approach to technical implementation.


• We approach each day as an exciting journey, embracing the dynamic and ever-evolving nature of technology.


• We thrive on the thrill of exploring new solutions and strategies, making every day an adventure in the world of technical implementation.


• As Technical Lead Implementation Specialists, we embrace our unique strengths and perspectives, fostering an environment where authenticity is celebrated. By staying true to ourselves, we cultivate innovation and creativity in our approach to technical implementation.


• In our role, we thrive on the excitement of navigating the ever-changing landscape of technical implementation. Each day presents new challenges and opportunities for growth, driving us to approach our work with curiosity, adaptability, and a sense of adventure.


• Collaboration lies at the heart of our success. As leaders, we understand the importance of building strong, cohesive teams to achieve our goals. By fostering a culture of trust, communication, and mutual support, we harness the collective expertise of our team members to deliver outstanding results. 


• We take ownership of our responsibilities and proactively seek solutions to drive progress. Whether it's leading projects, addressing technical challenges, or supporting our colleagues, we step up to the plate with enthusiasm and initiative. By actively engaging in problem-solving and decision-making, we empower ourselves and our team to excel.