Technical Implementation Specialist at Hollywoodbets

Minimum Requirements:

• 1 year + operations experience in a technical or similar role
• 3 year + experience with contact center software

Advantageous:

• Diploma/Degree.
• Managing dialer software
• Project Management experience
• Contact Centre Experience

Responsibilities:

• Lead, manage and optimize the technical operations across the relevant areas of control.
• To create, test and implement strategies based on customer behaviors, demographics, dialer settings, technology, and data outputs in conjunction with devised strategies.
• Creating mitigation plans for capacity risks or gaps by managing dependencies across operating units
• Be actively engaged with queue and routing mechanisms to make proactive changes for long term trends, as well as real time adjustments for events that occur.
• Monitor technical performance against agreed service standards across CRM’s and other technical platforms
• Real time and historic analysis of performance on technical systems to help generate awareness which can then be used to create future strategic decisions.
• Coordinate with vendors to diagnose and repair call center issues (Onfido, Zendesk etc)
• Work as part of a team to apply technology to meet evolving business needs.
• Create and update dialing campaigns, queue maintenance, system updates, enhancements & reports.
• IVR & DNC maintenance.
• Supports the operations management team by optimizing on available technology that fit the operation team’s needs.
• Understanding best practice in industry and keep abreast of general trends to present to CCSM and CEM.
• Monthly iBranch management meeting reporting, trend reporting, resource management reporting etc.
• Any other ad hoc duties that might be required.

Skills and Competencies:

• Able to follow process to ensure high quality output.
• Managing and prioritizing activities and ensure monitoring of results to accomplish business specific goals
• Excellent Administration skills.
• Able to Account for and verify reporting figures /statistics. Review/ analyses reporting statistics and figures to identify trends and make relevant recommendations.
• Understands the different betting types.
• Demonstrates a good understanding of betting procedures and understands the mobile betting application and functionality.
• Understands the internet betting platform (website and functionality)