Job Description

Job Summary

As a Senior Call Center Administrator specializing in Avaya, you will play a pivotal role in delivering advanced technical support and ensuring operational excellence. Your expertise will be critical in troubleshooting complex issues, performing root cause analysis, and driving improvements that enhance customer satisfaction and security compliance.

Key Responsibilities

1. Adhere To Quality Standards And Regulatory Requirements By Implementing Best Practices In Avaya Call Center Operations And Ensuring Compliance With Company Policies.
2. Provide Advanced Technical Support For Complex Incidents Escalated By Analysts, Utilizing Avaya Troubleshooting Techniques And Tools To Perform Root Cause Analysis And Implement Effective Solutions.
3. Enhance Operational Efficiency By Managing And Updating The Knowledge Base, Conducting Training Sessions For New Hires, And Coaching Analysts On Best Practices In Avaya System Usage.
4. Resolve Complex Support Tickets Within Agreed Slas By Collaborating With Cross-Functional Support Teams And Leveraging Avaya Systems To Ensure Seamless Operations And Robust Security Posture.
5. Drive Positive Customer Experiences By Achieving First Call Resolution, Minimizing Rejected Resolutions, And Addressing Security Threats Proactively To Maintain High Csat Scores.

Skill Requirements

1. Advanced Proficiency In Avaya Call Center Technologies And Solutions
2. Strong Troubleshooting Skills With A Focus On Root Cause Analysis
3. Solid Understanding Of Call Center Operations And Quality Assurance Processes
4. Excellent Communication And Interpersonal Skills For Effective Collaboration And Training

Other Requirements

1. Avaya Certified Support Specialist (Optional But Valuable)
2. Itil Foundation Certification (Optional But Valuable