Job Summary

The Track Lead for Support & Operations plays a pivotal role in managing operational efficiency within the call center environment. This position focuses on continuous improvement, effective problem-solving, and exceeding client service level agreements (SLAs). By empowering teams and fostering innovative practices, the Track Lead ensures that operational objectives align with organizational goals, ultimately driving client satisfaction and business success.

Key Responsibilities

1. Enhance Operational Systems By Implementing Avaya Call Center Technologies To Improve Management Reporting, Streamline Information Flow, And Optimize Business Processes.
2. Analyze Client Requirements And Ensure That The Support Team Consistently Meets Or Exceeds Client Expectations Through Effective Use Of Avaya Tools And Reporting Metrics.
3. Lead And Mentor The Project Team, Ensuring Clear Communication Of Project Goals While Utilizing Avaya'S Capabilities To Enhance Team Performance.
4. Introduce Innovative Solutions And Best Practices For Process Development, Leveraging Avaya Features To Drive Overall Organizational Progress.
5. Provide Tailored Solutions Based On Customer Needs, Utilizing Avaya'S Call Center Functionalities To Achieve Desired Business Outcomes.

Skill Requirements

1. Proficient In Call Center Management With A Strong Focus On Avaya Technologies.
2. Solid Understanding Of Operational Systems And Process Optimization Techniques.
3. Excellent Problem-Solving Skills And Ability To Implement Innovative Strategies.
4. Strong Leadership Capabilities With Experience In Mentoring And Team Empowerment.
5. In-Depth Knowledge Of Client Service Level Agreements And Performance Metrics.

Other Requirements

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