Telephony Analyst

Capita Resourcing
£25k - £28k pa + Benefits
17 Oct 2016
16 Nov 2016
Contract Type
Telephony Analyst

Darwen, BB3

£25k - £28k Depending on experience + benefits

About the role:

Do you have experience working within the delivery & operational management of telephony platforms?

Do you have knowledge of Avaya Dialler systems?

We are currently looking to recruit an experienced Telephony Analyst to join our TV Licensing Partnership working in Darwen, Lancashire. The Telephony Analyst will be responsible for the delivery and operational management of the telephony platform and self-serve IVR call routing and will be required to co-ordinate all telephony changes along with providing recommendations for future change

About Capita | Customer Management:

The TVL Partnership works on behalf of one of the most respected and recognised brands in the World and is responsible for the administration of the TV Licence in the UK. We have over 25 million customers and collect over £3.7 billion every year

Capita Customer Management is part of Capita plc, the UK's leading provider of business process management and integrated professional support service solutions, with 68,000 staff across the UK, Europe, South Africa and India

What you will do:

- Support the delivery of the Digital Strategy whilst helping the business achieve its long term self-serve objectives
- Identify and drive improvements in TVL's self-serve strategy and telephony infrastructure, delivering operational efficiency improvements
- Adhere to the strategic direction of the business and exploit the full potential of the telephony channel, providing an optimised experience for the customer, and driving down business costs
- Facilitate regular and ongoing activities with stakeholders and third party suppliers to identify, document and deliver improvements to the telephony platform, ensuring clear sight is maintained of forthcoming application upgrades and releases so that timely activities can be initiated to keep channel platforms up to date and stable
- Design and implementation of innovative contact routing structures that deliver revenue, cost benefit, and improved customer experience and service goals on a consistent basis
- Report on and analyse the performance of self-serve IVR applications and investigate process failures to recommend improvements and ensure effective delivery of key performance indicators
- Support the delivery, testing and implementation of all releases, projects and changes within the telephony channel
- Understand and manage call traffic and campaign demographics ensuring robust analytics are in place to gather feedback to continuously improve the customer experience
- Working with WFM and MI teams to identify calling patterns and trends
- Manage the relationship with all third party telephony and technology suppliers and stakeholders to ensure end to end service delivery
- Provide the business knowledge and expertise to develop cost effective business cases for all channel initiatives and projects, informing the translation of technical requirements into functional specifications to achieve stakeholder objectives, and be responsible for managing all key business and systems process documentation
- Manage all the business BAU telephony requirements and requests for change including end to end management from call delivery to operational hardware and systems
- Communicate with all stakeholders across the business, and ensure the strategy is embedded in the business
- Responding to requests from the client and stakeholders (analysis, reporting, contact routing, self-serve systems, and all related technology) in delivering their individual departmental goals and objectives

Your experience will include:

- Strong commercial awareness and experience of digital self-service within a contact centre environment
- IT literate and previous experience in a telephony analyst or similar role, coupled with a working knowledge of Avaya, telephony platforms and related self-serve IVR applications essential
- Dedication to detail demonstrated through the ability to identify trends and exceptions and make value added recommendation's based on findings
- Able to communicate with stakeholders at all levels and have the ability to present issues / opportunities in a clear and concise manner, via the most appropriate media
- Project management experience, including knowledge of the project delivery lifecycle
- Successful track record in relationship management and experience of working with senior stakeholders
- Strong interpersonal skills and proactive management

What's in it for you?

At Capita, training and development aren't optional extras: they're how we do our job. We will motivate you to perform at your peak, recognising your achievements and rewarding them appropriately. As well as a generous basic salary we also give you 23 day's holiday, company pension scheme and access to voluntary benefit options including; child care vouchers, share save scheme, life assurance, holiday buy and many more designed to suit your own personal lifestyle

What we hope you will do next:

Help us find out more about you by completing our short application process - click apply now.

Capita operates as an equal opportunities employer and we welcome all applications regardless of gender, marital status, sexual orientation, pregnancy, race, colour, ethnic origin, nationality, religion or beliefs, disability, age, political opinions or trade union membership.

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Capita Resourcing welcome applications from all suitably qualified people regardless of gender, race, disability, age or sexual orientation.

Capita Resourcing is a trading name of Capita Resourcing Ltd. Services offered are those of an Employment Agency and Employment Business. Applicants will be required to register with us.

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