TELECOMMUNICATIONS PLANNING LEAD

Job Description:

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RESPONSIBILITIES: * Located in either CA/CO or AZ** The Telecom Planning Lead is accountable for managing the telecommunications capacity and routing for the contact centers. This role supports the Performance Center Director in achieving the short and long term operations and transformational objectives. Key aspects of the Telecom Planning lead position include monitoring telecommunications trunk usage, working with IT to adjust telecommunications trunk capacity to meet business needs, working with the Performance Center Business planning team to understand future business needs and translate them in telecommunications needs, planning and executing changes to telecommunications call routing, responding to requests for Telecommunications call routing changes, and supporting project telecommunications needs. This position has the following responsibilities:
Support the contact center network telecommunications capacity and routing needs.
Plan and manage budget, assessment and forecasting of contact center telecommunications functions
Coordinate with IT to adjust telecommunications capacity to meet contact center needs
Supports the Contact Center Lines of Business with telecommunications routing design and implementation.
Accountable for attainment of goals and results
Assist in negotiating service level agreements for the lines of business under accountability
Work with Performance Center Business Planning team to align telecommunications capacity and routing to meet forecasted business needs.
Participate in the development of the strategic plans and develops tactical plans for area(s) of responsibility
Sponsor and support transformational projects to achieve efficiencies
Provide shared accountability for employee satisfaction through analysis of analytics and support of initiatives to improve satisfaction scores
REQUIRED QUALIFICATIONS: The successful candidate possesses the following qualifications:
Minimum 5 years of managing large multi-site contact center telecommunications capacity and routing, including exposure to budgeting, capacity planning, call routing, and demand management.
BS/BA degree
Practical knowledge of contact center operations, organizational structure and business processes
Experience utilizing analytics and contact center call and trunk forecasting models (e.g., erlang) to drive business decisions
Experience utilizing call routing tools to model and plan call routing changes.
Excellent leadership skills and ability to act as a liaison with other groups to achieve strategy
Strong organization, analytical, prioritization and decision-making skills in a dynamic environment
Demonstrated ability to think creatively and demonstrate leadership in crisis situations
Project planning, budgeting and management experience
Excellent written, oral and presentation skills
PREFERRED QUALIFICATIONS:
Genesys, Aspect, Avaya VOIP, Nice, IEX and AT&T product and vendor experience