Customer Contact Centre Platform and System Specialist

Location: Melbourne
Job Type: Permanent
Discipline: Technology, Data & Transformation Brisbane
Reference: 1512636
Posted: 27 days ago
Key Responsibilities:
This position has opened up due to an internal promotion and will function as the Platform Owner for our clients' contact centre system. The current system utilised across most of the enterprise, not just in the contact centre, so excellent stakeholder engagement is a must.

A successful candidate will have experience in call routing, system building, troubleshooting, incident management, onboarding, and offboarding. They should also be adept at continuous improvement initiatives, such as reimagining phone lines, enhancing the customer journey, and collaborating with the enterprise to ensure the platform is fully optimised and operates efficiently end-to-end.
 
About You:
  • Minimum of 2 years of experience with contact centre systems and platforms (Mandatory).
  • Proficiency with tools such as Microsoft Office 365, Power Apps, and SharePoint.
  • Experience in mentoring and training team members on system usage, processes, and methodologies.
  • Exceptional verbal and written communication skills, along with strong stakeholder management abilities.
  • Advanced oral and written communication skills, including excellent negotiation, conflict resolution, and problem-solving capabilities, with the ability to build and maintain positive relationships.
  • Strong troubleshooting and problem-solving skills.
What's in it for you?
  • Join a highly collaborative team that loves what they do and has a team and customer first approach
  • Enjoy a flexible hybrid environment that promotes work/life balance
  • Competitive salary package
  • Discounts on company and retail products 
Please apply here, or contact Patrick Bedford on ICT@troocoo.com for a confidential discussion and further information.