Job Description

What will you do?

Team Leadership & Supervision

1. Lead and oversee the day-to-day operations of the Digital Support Specialists team.

2. Serve as the primary escalation point for complex incidents and major service disruptions across digital platforms.

3. Conduct performance evaluations, regular one-on-one discussions, coaching sessions, and develop individual skill enhancement plans.

4. Drive initiatives focused on team motivation, employee engagement, and talent retention.

Digital Platform Operations

1. Ensure the reliability, performance, and availability of all supported digital channels and IT platforms.

2. Manage preventive and corrective maintenance activities, system upgrades, and platform enhancements.

3. Ensure operational preparedness for the rollout of new digital channels, features, and system releases.

Incident, Change & Problem Management

1. Ensure timely resolution of incidents and service requests in accordance with defined SLA targets.

2. Lead root cause analysis efforts for major incidents and recurring issues to prevent reoccurrence.

3. Review, approve, and manage platform-related changes in alignment with established change management processes.

Stakeholder & Vendor Management

1. Partner with internal stakeholders, including CX Operations, business units, and IT teams, to align digital platform support with business objectives.

2. Manage and coordinate with external vendors and service providers to ensure service quality and adherence to SLAs.

Reporting & Governance

1. Monitor KPIs, SLA performance, incident trends, and overall platform health metrics.

2. Prepare and present regular operational reports, insights, and improvement recommendations to the Voice Network Manager.

3. Ensure compliance with IT policies, security standards, and operational procedures.

Documentation & Knowledge Management

1. Maintain accurate and up-to-date documentation for systems, configurations, procedures, and implemented changes.

2. Promote knowledge sharing, standardization, and best practices across the digital support team.

Required Technical Skills

Digital CX Platforms: Chat, messaging, email, social media tools, chatbot and automation platforms

Applications & Integrations: CRM, ticketing systems, APIs, workflow tools.

IT Operations: Monitoring, incident and change management, capacity planning.

Vendor & SLA Management: Service performance tracking and escalation management.

Required Professional Experience:

• Minimum 5+ years of experience supporting digital platforms or CX technologies, including supervisory responsibilities.
• ITIL Foundation or higher
• Digital CX platform certifications (Genesys, Zendesk, Salesforce, NICE, etc.).
• Leadership or service management certifications (PMP, Prince2) - optional
• Minimum 2 years of leadership or supervisory experience.