Title
PROJECT LEADER/MANAGER
Location
Dallas, TX.
Company
Big Six Consulting Firm
Package
Competitive compensation package offered
Primary Accountabilities and Responsibilities
- Responsible for project management
- Provide technical expertise in the area of call center
and customer management
- Must possess technical expertise in PBX (Private
Branch Exchange): including phone switching and
the administration of phone systems
- Responsible for CTI (Computer Telephony Integration):
including screen pop - ups and automation of
profiles from incoming calls
- Responsible for ACD (Automated Call Distributors):
Call center setups where agents handle certain
incoming calls for certain areas - departments,
divisions, etc.
- Responsible for IVR (Interactive Voice Response): Call
center options giving automated option
responses
- Responsible for WFM (Work Force Management) -
Forecasting, staffing, and scheduling tools
Credentials / Knowledge / Skills Preferred
- Bachelors's degree, preferably in MIS or Computer
Science
- Seven to ten years of experience preferred
- Must possess strong experience in technology
implementations in IVR, PBX, CTI, ACD, or WFM
- Experience in successful help desk implementations - -
Sales Force Automation- such as dispatch
modules setups, customer information systems
and/or database systems