Work closely with the Customer Marketing, Client Services and Account management teams to build and implement a holistic customer communications plan that supports the entire customer lifecycle (onboarding, engagement, renewals, and expansion).
Evaluates, designs, documents, installs, implements, tests, and performs problem isolation and resolution; and monitors, tunes, sets standards and maintains a range of computer network components and systems.
Drive technical staff to monitor and resolve customer issues and accomplish objectives by being a role model to impress upon staff to be self-motivated with the ambition to problem-solve, learn and create their own mechanisms for resolving issues and most importantly, communicate effectively with the ability to work in a team environment.
The Project Manager will coordination with Owners representatives, monitor and report on scope, budget and program status; liaise with Owners team and contractor to establish and monitor all key project processes and risk register.
Responsible for the performance of the program and project management support, program and project reporting activities, project artifact development, artifact organization and configuration management.
Plans, develops and implements quality monitoring processes for phone, chat and e-mail responses, monitoring at least one type of interaction for each Knowledge Advisor each month, in most circumstances .
Responsible for the Operational support of SXM's complex Computer Telephony Integration (CTI), Interactive Voice Response (IVR), Speech-Recognition, Desktop Screen-Pop / Soft-Phone applications, Workforce Management, and real-time and historical reporting systems.
Use client templates to develop project schedules; obtain approvals and strive to baseline the schedule within 30 days of project startup; modify as needed as the project progresses, obtain new approvals and re-baseline.