Tower Lead - Cisco Contact Center

Job Summary

The Tower Lead for Support & Operations plays a pivotal role in ensuring the effective management of escalations, adherence to service level agreements, and the successful implementation of organizational initiatives. This role is essential for driving operational excellence, maintaining customer satisfaction, and overseeing revenue generation within the designated tower.

Key Responsibilities

1. Drive Revenue Generation And Enhance Tower-Level Efficiency By Leveraging Call Center - Cisco Technologies To Optimize Service Delivery And Operational Performance.
2. Manage Escalations And Crisis Situations By Applying Problem-Solving Skills In Call Center - Cisco Environments, Ensuring Timely Resolution In Alignment With Agreed Sla Norms.
3. Validate And Oversee Operational Reports And Metrics Using Call Center - Cisco Tools, Ensuring Adherence To The Statement Of Work (Sow) And Maintaining High Operational Hygiene Standards.
4. Foster Customer Satisfaction By Developing And Implementing Innovative Frameworks And Initiatives Aimed At Enhancing Service Quality And Response Times Within The Call Center Environment.
5. Execute Profit Improvement Plans (Pip) By Identifying And Implementing Automation Solutions And Self-Driven Initiatives Within Call Center - Cisco Operations To Enhance Efficiency And Profitability.

Skill Requirements

1. Proficient In Call Center Cisco Technologies And Solutions.
2. Strong Understanding Of Operational Metrics, Reporting, And Sla Management.
3. Excellent Problem-Solving And Crisis Management Skills.
4. Ability To Develop And Implement Customer Satisfaction Initiatives.
5. Experience In Driving Automation And Process Improvement Within Support Operations.

Other Requirements

1. Cisco Certified Network Associate (Ccna) Optional But Valuable.
2. Itil Foundation Certification Optional But Valuable