Customer Care Executive – Banking

Job Summary

Main Role (Overall Accountability)

The candidate will be responsible for the Call Center Systems of the Bank. The Call Center Systems referenced here comprise, but not limited to, the following:

• Computer Telephony Integration (CTI).
• Interactive Voice Response (IVR-OD7).
• Avaya IP Telephony.
• Call Recording.
• Call Management.
• Work Force Management.
• In-depth Knowledge in supporting and handling Avaya Aura Experience Portal.
• In-depth Knowledge in supporting Avaya Orchestration Designer Application.
• In-depth knowledge in Java.
• L1 Knowledge in Dynamic IVR Applications.
• L1 Knowledge in Custom CTI and Agent CTI screen popup application (.Net Application).
• Knowledge in Supporting ChatBot Application.
• Knowledge in Supporting IVRBot Application
• Troubleshooting and log file analysis for the below applications:
• AES
• Admin and Report application
• L1 Knowledge on Avaya CM concepts
• Able to solve a wide range of basic to complex problems with general guidance
• Managing Escalations
• Have good understanding of integrations with other adjuncts for Applications (ESB, T24, Prime, S1).

Over all Responsibility

· Ensure availability of the Call Center systems on 24*7 basis.

· Implement Change Requests and new technologies within the Call Center systems.

· Ensure that any development or enhancements are based on best practices in the Industry.

· Coordinate with his superiors in resolving issues and disputes.

· Coordinate with internal teams and external vendors to resolve issues and/or to implement system changes.

· Ensure regular updates on progress are conveyed to his superiors.

· Ensure high quality deliverables and work products are provided and meet commitments for the schedule on satisfying the Bank’s user needs.

· Must build a strong sense of commitment among all his team members to meet the user satisfaction levels.

· Ensure that appropriate corrective and preventive actions are undertaken and resolve problems as soon as they arise.

Principal Accountabilities

Specific Responsibilities:

1. System Maintenance

· Ensure the availability of the Call Center systems to the business without any interruption of service.

· All application maintenance of the Call Center systems is undertaken and executed.

· Ensure that a detailed impact analysis of any change request is carried out and viable and tested solution is recommended.

2. System Enhancements

· Ensure that the support team will use the Bank’s methodology for the Software Development Life Cycle including any Software Engineering tool if necessary.

3. Projects

· Co-ordinate with the Project Manager(s) for the implementation of new Call Center systems related projects, products, and services.

· Must balance the demands of the users and liaise with the Project Manager(s) for timely completion of tasks as per the set rules of Bank’s Quality Management System.

· Must execute different activities of the project using SDLC methodology to achieve well-documented and controlled development so that clarity and transparency is maintained.

· Must maintain proper control for all development within the agreed quality parameters.

Key Interaction

Personnel Specifications

Good academic background with extensive domain knowledge of applications and systems support.

The candidate should have at least the following:

· IT related bachelor’s degree from a reputed university.

· Minimum of 3-5 years of experience in Call Center Support field with reputed organizations.

· Knowledge and hands-on experience in troubleshooting and resolving problems related to the relevant systems.

· Good level of programming knowledge in various languages.

· Planning, implementation and administration of the relevant systems.

· High level knowledge of current technologies in the relevant industry.

· Good documentation & MIS/report preparation.

· Good communication and presentation skills with good command of spoken and written English.

· Good interpersonal relations with pleasing personality.

Job Type: Full-time

Pay: RO350.000 - RO400.000 per month