Summary:
Own the overall technology strategy and roadmap for various platforms and contact centre operations, ensuring alignment with business objectives.
The role's objetive:
- Serve as the primary liaison with the Contact Centre Business Unit Head to foster collaboration and drive technology-driven improvements.
- Manage and mentor a team of 10-15 professionals, including project managers, developers, and technical leads, ensuring high performance and professional growth.
- Oversee the implementation, maintenance, and optimization of contact centre technologies, with a focus on platforms like Avaya and D365 Contact Centre.
- Build and maintain relationships with senior-level business leaders to advocate for and deliver technology solutions that enhance customer service operations.
Qualifications:
- Bachelor's Degree in any relevant field
- Al least 10 years of experience in contact centre operations and technology,
- Proven experience working in the banking or financial services industry, particularly within the PH market.
- Demonstrated leadership experience managing teams of 10+ individuals across project and technical domains.
- Experience with Avaya technology and D365 Contact Centre is highly desirable.
- Strong project management and technical expertise, with the ability to deliver complex initiatives on time and within budget.
