CTI SW Development Supervisor

Job description / Role

Role purpose:
-Responsibility of managing Digital contact centre at Vodafone Egypt (TOBI) as well as managing contact centre voice platform and workforce management and contact center quality.
-Setting the strategy and transformation of all contact centre development activities
-Delivery of new digital capabilities that improve customer experience against latest trends in the Egyptian market as well as global trends. (Tobi chat bot over social media platforms such as WhatsApp, Facebook..... in addition to ana Vodafone app) voice bot , speech analytics
-Ensure delivering best customer experience for Customer Care interaction management (routing) voice calls, back-office work-items and multimedia channels.
-Ensure delivering innovative customer experience Voice self-services (IVR) to increase first call resolution and minimize calls transferred to customer service agents.
-Enhance Time to market delivery for Marketing and Customer Care planned and ad-hoc requirements and promotions to win market competition.
-Ensure delivering accurate Contact Center PKIs reporting (historical and online) for all customer interactions for all types of media.
-Ensure delivering Customer Care requirements for workforce optimization and Quality Management for all interactions with customer service agents to be always number one in NPS.
-Set the roadmap for Contact Center channels to have #1 world-class contact center with best customer experience.
-Adopt Vodafone Way, department strategy and VF Group strategy in all domain activities.
-Manage and optimize CAPEX investments for Contact Center Solutions.

Key accountabilities and decision ownership
- Strategy and Planning: Ensure having clear roadmap for relevant Customer Care and Commercial departments, with reviewing team roadmap frequently, and periodically with business.
- Delivery: Ensure that all projects related to the team are delivered on time and Ensure system upgrades and capacity extensions are done as planned.
- Vendor Management: Manage, lead, support and monitor 3rd parties serving Vodafone objectives.
- Enhance Customer experience: Ensure delivering best customer experience for Customer Care interaction management (routing) voice calls, back-office work-items and multimedia channels. Additionally Ensure delivering innovative customer experience Voice self-services (IVR) to increase first call resolution and minimize calls transferred to customer service agents.
- People: Consistently improve team technical skills to up to date with solutions features to provide innovative ideas to the business.
- Communication / Staff management: Manage direct staff issues and escalations and manage direct staff utilization and ensure that best resource utilization is conducted.

Requirements

Core competencies, knowledge, and experience:
- Excellent knowledge of Contact Center Interaction Management and CRM technologies.
- Manage diverse teams in highly dynamic, uncertain environment.
- Excellent knowledge of Information Technology.
- Expertise in project management for Mega programs and projects.
Must have technical / professional qualifications:
- Professional Degree Computer Science/Engineering.
- 8-10 years' experience in Information Technology field.
- 7+ years combined experience in Contact Center telephony, routing and IVR systems.
- Previous experience in project management.

Technical skills:
- Excellent knowledge of IP, SIP, CTI , IVR , VxML technologies.
- Good knowledge in Telecom enterprise solutions.
- Very good knowledge of Microsoft operating system, MS Office, MS Projects and Visio.
- Very good business writing skills
- Expertise in creating technical requirements out of business plans and strategies.

Personal skills:
- Very good communication skills and customer management.
- Very good ability to adapt and understand business requirements.
- Very good management of critical situations with no panic.
- Very good in managing and motivating individuals.
- Good vendor management skills.
- Innovative

About the Company

At Vodafone, we are known for our technology, but the truth is, it is humanity that drives our business forward. With the global pandemic raising so many questions for tech brands, it has highlighted the leading role that we need to play.

We believe that, when working together, humanity and technology can find the answers and create a better future for all.

Working at Vodafone is all about helping people feel ready to benefit from new technology. We bring the future to even the most remote places, using technology to help families in disaster zones, showing young people that a phone is not just for fun and thinking about technology that doesn’t even exist yet.