Telephony & Call Center Ops Lead — IVR, Analytics & AI

Commonwealth of VA Careers; Vansant (VA); Sur place; USD 104 000 - 127 000; Plein temps

Avantages offerts par ce poste

Paid leave

13 paid holidays

Insurance

Retirement plans

PSLF

Résumé du poste

Virginia Employment Commission in Vansant, VA seeks a Telephony Systems & Call Center Operations Manager to lead the enterprise telephony environment, IVR, call routing, fraud detection, and analytics. You will supervise a technical team, drive performance improvements from data, and collaborate with vendors and internal partners.

This role focuses on reliability, security, and modernization, including AI and automation initiatives, while ensuring compliance and high service levels for

Qualifications

• Experience administering, troubleshooting, and supporting enterprise technology and call center systems.
• Experience analyzing technical and operational data to identify problems and improve performance.
• Experience troubleshooting complex technical issues and coordinating solutions with IT, vendors, and stakeholders.
• Experience planning, prioritizing, and overseeing technical projects, system changes, and implementations.
• Experience supervising technical staff and communicating effectively with technical and non-technical stakeholders.

Responsabilités

• Oversee daily operations of telephony and call center environments.
• Develop and modernize call flows and IVR routing.
• Manage vendor and VITA partnerships and supervise the technical team.
• Analyze call center performance trends and drive data-informed improvements.
• Maintain audit compliance and oversee access control and security.

Connaissances

Enterprise tech support

Call center systems

Data analysis

Vendor coordination

Project supervision

Outils

Power BI

Power Apps

Power Automate

Nice inContact CX One

Studio

Description du poste

Virginia Employment Commission in Vansant, VA seeks a Telephony Systems & Call Center Operations Manager to lead the enterprise telephony environment, IVR, call routing, fraud detection, and analytics. You will supervise a technical team, drive performance improvements from data, and collaborate with vendors and internal partners.

This role focuses on reliability, security, and modernization, including AI and automation initiatives, while ensuring compliance and high service levels for