Position Summary:
Overall responsibility for managing and maintaining all current and future processes that support the Penske voice communications systems and infrastructure. Process improvement to be focused on areas that support multiple Contact Centers as well as Penske field and Agent locations.
This position will require analytical skills that willcan understand telecom data, relate it to the business, and identify opportunities to improve the customer experience, increase revenue, and support our internal customers.
Major Responsibilities:
To maintain and look for improvement in all processes related to the Telecom inventory including equipment, land lines, wireless devices, conference and calling cards etc. and all related billing, both to the vendors and interdepartmental bill back.
To evaluate and determine better processes that will allow all associates to easily access their billing detail for all areas related to Telecom. (example department and individual wireless spend)
Maintain current monthly Dashboard reports and provide analysis as needed by business units. To adjust and develop new Dashboards as needed (Call detail reporting for field locations) must have advanced analytical skills with understanding Telecom data and to be able to understand how it can be managed to support our internal customers.
Day to Day Operations (Contact Centers) - Interface with vendors and internal staff to report and resolve technical issues related to all systems in order to minimize system outages and maximize operational efficiencies
To manage complex projects related to all aspects of the Telecommunications infrastructure. These include: Contact Center applications that integrate with Penskes AS400 as well as 3rdparty solutions (SMS/LIS, CTI Screen Pops etc.) Also included will be field location installations supporting VoIP technology and MPLS Networking.
Negotiate procurement of new equipment and local and long distance service rates with various vendors.
Maintains awareness of new systems, applications and technology and recommends their adoption as needed.
Conducts monthly vendor meetings as needed.
To be on call 24 x 7
7 plus years hands on experience with the following disciplines:
* Nortel/Avaya PBX, Symposium and related Key systems.
* Contact Center Technology (IVR, Multimedia, Social Media, Screen Pops, Call Recorders etc.)
* VoIP technology (PBX and Carrier)
* Carrier networks, both TDM and MPLS.
* Wireless Technology (Cell phones, PDAs, Route Tracker/Turnpike)
Strong analytical skills and the ability to propose and implement telecommunications solutions.
Must possess a working knowledge of all phone lines, phone billing, phone company policies, procedures, and terminology.
Strong management and project management skills ability to lead projects from conception to implementation.
Proficient in Microsoft Access, Excel. Power point.
Excellent written and oral communication skills.
Must be able to work with Senior Management
-Education Required
BS in Computer Science, Telecommunication or related discipline
-Skills
Must be able to see things through start to finish; to multi-task; to manage multiple, conflicting priorities with minimal supervision; and to communicate results effectively at all levels.
Must support multiple Contact Center needs in a dynamic environment and position for emerging technologies.
Must manage projects to install new technologies.
Must use all available data to assist with solving business and technology issues.
MS Access and Excel
-Willingness to travel as necessary, work the required schedule, work at the specific location required, complete Penske employment application, submit to a background investigation (to include past employment, education, and criminal history) and drug screening are required
-The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Specific vision abilities required by this job include Close vision, Distance vision, Peripheral vision, Depth perception and Ability to adjust focus. While performing the duties of this Job, the associate is regularly required to stand; walk; sit and talk or hear. The associate is frequently required to use hands to finger, handle, or feel and reach with hands and arms.
Job: Other Corporate
