Job Summary

As a Subject Matter Expert in Support & Operations, you will play a crucial role in ensuring timely resolution of escalations and incidents while adhering to service level agreements (SLAs) and quality standards. Your expertise in the Avaya Call Center environment will be instrumental in enhancing customer satisfaction and driving operational excellence through effective analysis, mentoring, and communication with business stakeholders.

Key Responsibilities

1. Ensure On-Time Resolution And Quality Compliance Of Escalated Tickets And Incidents By Efficiently Analyzing Issues Within The Avaya Call Center System, Adhering To The Agreed Slas.
2. Mentor Team Members And Administrators While Preparing Standard Operating Procedures (Sops) And Maintaining Effective Documentation, Facilitating Knowledge Sharing Within The Team.
3. Validate Change Order Implementation Plans And Human Error Compliance, And Actively Participate In Capacity Planning Initiatives To Optimize Operational Efficiency.
4. Actively Engage In Customer Meetings To Identify And Address Any Concerns, Ensuring Positive Customer Feedback And Satisfaction.
5. Conduct And Validate Analyses Such As Root Cause Analysis And Trend Analysis, Generating Reports To Drive Performance Improvements And Present Key Findings To Business Stakeholders.

Skill Requirements

1. In-Depth Knowledge Of Avaya Call Center Technologies And Operations
2. Strong Analytical Skills To Assess Incidents And Identify Resolutions
3. Excellent Communication And Presentation Skills For Stakeholder Engagement
4. Proficiency In Creating And Maintaining Documentation And Sops
5. Familiarity With Change Management Processes And Capacity Planning

Other Requirements

1. Itil Foundation Certification (Optional But Valuable)
2. Avaya Certified Support Specialist (Optional But Valuable