Manager Telecom/Call Routing-Chelmsford, Massachusetts

North Central Division


Reporting to the Divisional Telecom Director, the Sr. Manager of Telecom Operations/Call Routing Technologies is responsible for developing and executing call routing strategies, complex engineering, implementation and operations/user support for the North Central Division. These strategies include technology platform selection, customer segmentation, self-service and containment, alignment with other customer channels and best practices recommendations.
The Sr. Manager is also responsible for leading Telecommunication projects for internal customers including Customer Care, Dispatch and administrative users on all Voice technologies, (IVR, phone switch, ACD, Call center technologies, Voicemail and Dialer) and fully leveraging these technologies to drive first call resolution and ultimately continuous improvement of the customer experience.
The manager will be responsible for ensuring a 7/24/365 reliability of telecommunication tools to meet business needs and imperatives. This role partners with Corporate IT; Division, Corporate and Region Care leadership; Marketing; and Engineering, to successfully execute strategies to meet business objectives.

Functions/Responsibilities:

Plan, design, lead testing, implementation, and support for the divisional voice solutions including DTMF IVR, Speech IVR, PBX, CTI, Call Coaching, Workforce Management and Predictive Dialers. Create and maintain contingency programs and routing strategies covering the needs of our multi-site call center environment. Monitor system capacities and recommend changes.
Leverage best practices to create effective solutions. Research industry trends in technology and interface design. Partner with other Divisions and Corporate IT resources to identify best practices and trends in driving continuous improvements in IVR and ACD design and functionality, scripting, and call routing, to ensure the most efficient routing of customer calls, targeted at maximizing first call resolution and improving the customer experience
Partner with regional and divisional contacts to obtain and review business requirements and documentation including business objective, impact assessments, identifying opportunities and risks after appropriate sign-off and prioritization.
Manage staff of Business Analysts, Telecom Technicians and Software Developers responsible for the full project life cycle of routing and self-service projects and to ensure 100% uptime of critical voice systems. Manage vendors as needed for project delivery.
Support baseline routing applications by developing, documenting and implementing robust monitoring and maintenance processes.



Limited travel will be required to other sites in MA, NH, CT, VT, ME. Additional travel may be required to vendor locations and off site training
Must be available for after hours activities including on site, on call and remote access support needs




Required Skills:
Job Experience:

10+ years Telecom experience
5+Routing experience with IVR/ACD applications, call flows, and scripting.
3+ years managerial experience with project management experience, in a complex, multi-call multi-skill center environment
Understanding of voice/data systems and technology including experience with IP Trunking and Voice over IP applications.
Proficiency in all aspects of designing and maintaining skills, vectors, and vdns for call center environment.

Excellent problem solving skills, and creative thinking abilities.
Self initiated troubleshooting and follow through abilities.
Ability to think strategically, assess and recommend solutions for short and long term impact.
Proven effective verbal and written communication skills.
Ability to work independently as well as support a team environment.
Established organizational, analytical, and problem solving skills with the ability to handle multiple assignments and meet deadlines.
Ability to work across and within business groups; forming organizational consensus on issues
Skilled at troubleshooting voice system applications and problem resolution
Self motivated and proactive
Demonstrated leadership and team building skills.
Ability to design and prepare complex technical specifications
Project management
MS Office (Word, Excel, Access, Powerpoint) Visio, MS Project