Senior Service Solutions Specialist - Assisted Services Technology | 12 Month Fixed Term Contract - Part-Time (2 days per week)
Core
Lead continuous improvement initiatives and optimize service technology across contact centre operations for a superannuation fund.
Role type
Senior Service Solutions Specialist (Contact Centre Operations)
Builds
Optimized contact centre service platforms and member experiences
Domain
Superannuation / Financial Services
Deliverable
product features
Required skills
Contact centre operations expertise, Superannuation administration knowledge, Data analysis, Project management (Agile/Waterfall), Stakeholder management, Incident management
Preferred skills
RG146 certification, Experience with LivePerson and Amazon Connect, Knowledge of CNX & MUFG systems, Data literacy
Technologies
LivePerson, Amazon Connect, Confluence, JIRA
Responsibilities
Support implementation and optimization of contact centre technologies, Analyse service and member data to identify trends, Monitor service performance and partner delivery, Partner with internal teams and external vendors, Lead optimization activities across service platforms, Manage operational issues and incidents
Seniority
Senior, hands-on IC
