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Imagine a world where people live healthier, more enhanced and protected lives… A world in which each organisation is a powerful influencer and responsible corporate citizen, committed to being a force for social good. As a leading innovator in healthcare, wellness, insurance, investments, financial and life planning, Discovery works ceaselessly to...
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Job Purpose
The Head of Contact Centre Systems Support manages the technical systems underpinning the Bank’s client call centre. The primary purpose of the role is to provide and oversee the technical capabilities to ensure 24/7 support for the Bank’s call centre with a focus on system availability, resilience, and rapid resolution of incidents to achieve the highest level of call centre availability. The successful appointee will interface with various IT stakeholders including infrastructure support, IT security, interfacing technical system support teams, production operations and business systems.
The Head of Contact Centre Systems Support will collaborate with key business stakeholders to ensure comprehensive operational support, including consideration of routine business cycles, releases, and service incident recovery. The role will require the management and co-ordination of a combination of internal and external service provider resources to achieve and maintain coverage of the function. The role will require the establishment and maintenance of a knowledge base of technical support information for optimal support and maintenance of the call centre environment.
Areas of responsibility include but are not limited to
The Head Of Contact Centre Systems Must
Education And Experience
Technical Skills Or Knowledge
The ideal candidate should possess technical knowledge, or have had exposure to the support processes of, following products / technologies (or equivalents):
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