Job Number 1922534
Business GE Capital
Business Segment Capital - International
Career Level Experienced
Function Information Technology
Function Segment End User Services
Location(s) Where Opening Is Available Australia
City Richmond
Postal Code 3121
Relocation Expenses No
Role Summary/Purpose
Responsible for support of PABX, Call Recording, Work Force Management, IVR, Telco and related activities.
Works with the various Support Teams to manage support queues, hand-over process, quality improvements and assist in reporting and analysis.
Provide domain expertise in the Telephony channel, acts as the key liaison between the business, Telephony vendors and Voice Infrastructure Support and is responsible for creating and maintain up to date call flow documentation for BAU requests.
Essential Responsibilities Service Request Management
• Implement Change & Service Requests - Complete MACD software programming in Avaya PABXs, CMS, Audix and other related systems if approved and required for BAU and Projects
• Test solution after implementation before advising Business Telephony Operations/Stakeholder that the change has been implemented and ready for Stakeholder PVT
• Handset replacements & relocations
• Vendor Liaison if external vendor required
Fault Management
• Work with Problem Management, other GE teams and vendors where required to resolve voice faults
• Investigate the impacted system, troubleshoot, problem solve and implement correction as agreed with Technology Delivery Manager and Problem Management
• Respond to critical incidents after-hours, as part of an on-call roster. rotating with Voice Service Delivery Coordinators.
Kintana Queue Mgt & Customer Service
• Manage and review tickets in Voice Administration Queues
• Forward tickets to other departments/vendors where applicable
• Provide great customer service to all customers
• Manage the customer’s expectations
• Document all status updates, communication and implementation in the requests
• Communicate regularly and effectively to requestors/stakeholders
Mentoring & Training
• Assist other team members with tasks to ensure SLAs are met
• Provide businesses and team with expertise and training as required
• Assist with up-skilling new team members or secondments
Documentation
• Update Call Flow documentation designed by Business Telephony, stored in the Shared Telephony Folder, after the change has been implemented, including but not limited to, vector numbers, VDNs, trunk information, voicemail box numbers, login IDs and announcement numbers.
• Review and update (with approval) GE’s PABX, CMS and Audix Code Standards, Internal Databases and other documentation as required
Quality
• House-keeping tasks and health-checks
• Inventory management
• Application of CLASS rigour to all activities
• Best Practice sharing
Qualifications/Requirements Experience/Qualifications
• Minimum 2 years PABX experience
• Minimum 3 years managing and supporting internal customers
• Minimum 2 year liaising with vendors/suppliers
• Working knowledge and experience adhering to IT Service Request, Change and Problem Management processes
• Experience within a Call Centre environment and Industry preferred
• ITIL v3 knowledge and application experience desirable
Functional/Technical Competencies
• Avaya Certified Associate desired, but not essential
• Sound understanding of PABX Administration and Call Centre Telephony Principles and Call Flow Design
• High competence in basic software administration of Avaya PABX, CMS and Audix systems; including but not limited to: Station Programming, Agent Login ID creation, VDN MACDs, Hunt Groups and Announcement creation, Vector coding/writing, and Audix Voicemail subscriber MACDs
• High competence in Avaya CMS CentreVu Supervisor Application
• Working knowledge of Avaya Telephone handsets
• Strong knowledge of Real Time call centre/queue management
• Excellent Customer Service skills
• Understanding of the integration with other Voice systems – eg. IVR / Dialler / Call Recording
• Business orientation with strong problem solving focus
• Excellent written and verbal communication skills
• Ability to work under pressure to meet deadlines and work load requirements
• Focus on quality/Six Sigma methodologies
• Flexibility when understanding/dealing with a number of stakeholders, especially when requirements differ
• Understanding and advocacy of GE Capital’s Change Management Policies, Service Desk and Problem Management processes and the Voice Infrastructure - Business Telephony Work Flow Process.
• A high degree of competence in the use of Microsoft software packages (E.G. Word, PowerPoint, Excel, Outlook, Access, Visio etc)
Skills
• Excellent Communication skills
• High Attention to detail
• Ability to perform repetitive tasks accurately
• Ability to work autonomously
• Ability to adhere to processes and procedures
• Ability to work under pressure and undertake multiple, concurrent tasks
• Coaching skills
• Negotiation and influencing skills
• Organisational skills
• Six Sigma/DMAIC mindset
Attributes/Behaviours
• Accountable
• Willingness to learn
• Resourceful
• Collaborative
• Energising
• Ability to create and maintain Business Relationships
• Achievement Drive
• Customer Centricity
• Continuous improvement focus
• Strong quality & process management focus
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