Core Telephony Consultant

A fantastic project opportunity has arisen for a Core Telephony Consultant within Chief Customer Office. 

You will act as the subject matter expert for Core Telephony. Ensuring that we have in place a robust and tenable strategy to deliver the future contact centre vision. 

You will develop, evolve and embed the strategy to ensure our future telephony capability is able to flexibly and economically deliver in-line with business and customer strategy.

What being a Core Telephony Consultant involves:

Develop and deliver a best in class telephony capability
 Ownership of the core telephony platform within DLG
 Leverage the core capabilities within the AVAYA telephony platform
 Owns and drives the DLG telephony strategy
 Ensuring calls are dynamically routed and prioritised according to service level objectives/conversion rates/call types
 Responsible for the continual review and development of the future infrastructure for call routing, ensuring alignment with future business requirements
 Evaluating efficiency of all call routing flows, messaging etc, recommending improvements where appropriate
 Providing a seamless end to end  customer journey/customer experience through the telephony channel
 Adherence to best practise routing methodologies, governance and frameworks
 Work collaboratively with colleagues to move DLG towards a proactive not reactive telephony operating model
 Looks at ways to drive increased efficiencies through blending of inbound/outbound contacts
 Leverages technology capabilities to push non value add calls into a voice self service portal
 Uses CTI capability to provide agents with an array of information that can be screen popped to the desktop, eg reason for call, customer account details
 Develops/evolves the telephony capability for agents to work from home
 Keeps abreast of new and emerging technology that can be utilised to further enhance the customer journey and differentiate DLG in the market place
 Utilising the technology capability to automatically manage peaks and troughs in demand, balancing service levels and minimising customer wait times

Key Competencies - Business/Technical:

Contact Centre Dynamics
 Ability to convert telephony jargon into simple English for non technical people
 AVAYA Telephony (Expert)
 ACD/IVR Platforms (Expert)
 Call Routing methodologies (Expert)
 Understanding of what good looks like
 Reporting Protocol's.

Career benefits and rewards

It all starts with a competitive salary, benchmarked against our competitors, which will grow as you do. We've made sure your annual holiday entitlement is attractive too - and what's more, we let you choose the rewards that suit your lifestyle.

That kind of flexibility is a key feature of our benefits package. And there's plenty to choose from, including:
 Pension funding of 9% of your base salary - you can choose to contribute less or more than this
 Income protection
 Life assurance
 Private medical cover (anyone can choose this through our flexible benefits scheme, and managers receive this as standard)
 Direct Line Group employees can apply for 50% off Direct Line and Churchill home, motor and pet insurance policies
 We also provide free Direct Line travel insurance and Green Flag breakdown cover to our people

WHERE CAN I FIND OUT MORE?

You can find out more by speaking to our Resourcing Consultant for this vacancy, Sam Swindells 

Please also contact us if you consider yourself to have a disability that requires an adjustment to help facilitate your application, interview or the joining process.