Technical lead implementation specialist

Responsibilities 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...

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