SUMMARY
Responsible for leading the design, implementation, modification and maintenance of technical environments.
ESSENTIAL RESPONSIBILITIES
- Extensive knowledge of department
- Maintains confidentiality while accessing critical and proprietary data and systems
- Provide guidance and coaching on day-to-day issues
- Leads projects/initiatives as needed
- Prepare various reports as needed
- Responsible for planning own work to meet deadlines
- Escalation point for investigation, evaluation, and/or resolution of issues
- Communicate effectively with all necessary parties and respond to all inquiries timely
- Provide feedback to improve processes or results
- Works with other departments as needed during planning, implementation and troubleshooting
- Leads in preparation, coordination, and documentation of relevant processes
- Reviews documents for accuracy and completeness, gathering missing documentation as needed
- Actively plans and participates in departmental initiatives, adoption of new technologies and implementation
REQUIRED SKILLS
- Advanced analytical problem solving skills
- Able to establish, prioritize and meet deadlines
- Strong verbal and written communication skills
- Ability to lead the team through high pressure situations
- Consistent ability to grow through personal development, research and testing
- Professional demeanor
- Excellent organizational skills
- Ability to maintain confidentiality while conducting work
- Compliance with all company policies and procedures
EDUCATION and/or EXPERIENCE
- Minimum Education: High School Diploma or GED required
- Bachelor's degree (B. A.) from four-year college or university, preferred
- Minimum Experience: Seven years of relevant experience, preferred
ESSENTIAL DEPARTMENT SPECIFIC DUTIES and/or SKILLS
- Lead and supervise the telecommunications team
- Ensure adherence to telecommunications compliance. Mentors team members to accomplish goals. Ensure work meets deadlines and accuracy expectations
- Develop, deploy, and administer enterprise solutions for Landstar's telecommunications requirements. Support telecommunications infrastructure hardware and software systems
- Oversee resolution of daily operational problems, as well as moves, adds, and changes (MAC) relating to the voice system, call center reporting system, and voicemail
- Responsible for training team members
- Act as technical subject matter expert in telecommunications environment
- Address complaints and resolving problems; act as liaison between business community and management; be first contact in emergency situations
- Work with management to coordinate projects and address issues
- Design and implement voice infrastructure components to include: private branch exchange (PBX), voicemail, interactive voice response (IVR), session initiation protocol (SIP) controllers
- Capacity plan of integral components of telecommunications environment
- Design and implement Call Center applications, which include call flow design, programming, call routing, skills- and attribute-based routing, announcements, custom reports, and automatic call distribution (ACD)
- Analyze telecommunications needs to ascertain proper corporate telecommunications requirements
- Instruct call center managers and supervisors on the understanding and management of Call Management System (CMS) call center operation and reporting
- Monitor call center statistics and make recommendations on how to improve call center operations and efficiency
- Analyze call accounting data to minimize abuse and toll fraud, and to improve system security
- Maintain voice system inventory and data, and update accounts payable documentation, coding, data entry, and filing
- Review remote locations’ communication systems and services in order to improve service and reduce costs
- Assist billing analyst support vendor accounts utilizing EDI, CD-ROM, and billing analysis software
- Analyze local and carrier based circuits and services to provide cost reductions and more efficient operation
- Proficient with H.323 and SIP protocols
- Ability to perform complex problem identification with telecommunications
- Foundational support of complex call routing over various systems
- Specific experience with Avaya PBX and CMS is preferred
- Identify mobile phone requirements and supply as necessary
- Act as liaison between Landstar and third-party vendors
- Serve in on-call rotation
- Other duties as assigned
Apply online at www.landstar.com