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Implementation Specialist

Location:

OK, Tulsa

Job type:

Permanent

Job Description

The Contact Center Implementation Specialist is responsible for working with internal and external business partners to ensure projects are delivered to the highest standard.

Requirements

Qualifications

  • Education: Four-year degree or equivalent job experience
  • Work Experience:
  • 3+ years project management /implementation management
  • 3+ years call center leadership experience (customer care, sales, collections, workforce management, training)

Skills

  • Strong interpersonal skills such as building relationships and influencing others, communication skills, and analytical skills
  • Ability to work independently, comfortable making rational and reasoned decisions which directly impact corporate revenue, customer service, and financial liabilities
  • Ability to excel in a fast past, highly capricious environment; effectively managing multiple activities and meeting deadlines
  • Demonstrated experience with Microsoft Office (Word, Excel, and Power point), especially regarding creation of business

Responsibilities

Operations Implementation Planning:

  • Work closely with business partners to thoroughly plan and execute implementations
  • Assist with designing and implementing process improvements including, but not limited to Customer Care, Sales, Workforce Management, and Collections
  • Assist in defining business requirements
  • Work with Implementation team to negotiate contracts with favorable terms
  • Assist with managing implementation budget
  • Ensure appropriate communication plans are developed and delivered in relation to each project.
  • Ensure clear accountabilities and follow through on action plans by working cooperatively with participants to adhere to project timelines, and elevating concerns and issues appropriately
  • Work closely with internal functional areas to leverage expertise and ensure seamless delivery of initiatives
  • Evaluate existing processes and procedures to identify and implement process improvement initiatives to positively impact effectiveness, efficiency and quality
  • Develop strong working relationships with business partners as well as vendor(s) to proactively identify business opportunities, facilitate change, and resolve issues which impact revenue/cost/customer care

Project Management:

  • Manage “Contact Center Only” Projects
  • Define and document business requirements
  • Build and manage project plans and ensure appropriate resources are allocated
  • Utilize standard Project Management processes to ensure projects stay on schedule
  • Coordinate project activities and tasks with a diverse work force of internal business partners as well as external vendors
  • Support senior leadership by providing status reports and risk evaluations
  • Develop and execute communication strategies
  • Coordination with Learning and Development to define training strategy
  • Develop and monitor KPI (Key Performance Indicators) to ensure project success

The IndividualDirect Energy and its subsidiaries are a Equal Employment Opportunity
employer--M/F/disability/protected veteran status