Global Cloud Solutions

Job Requisition ID: 50724

Location: Bangalore

Carrer Level: D

Why BT

We've always been an organisation with a purpose; to use the power of communication to make a better world. You can trace this back to our beginning as pioneers of the world's firs telecommunications company. At our heart we're a technology company with research and innovation in our bones and a desire to be personal, simple, and brilliant for our customers - those are the values we live by whilst also creating an inclusive working environment where people from all backgrounds can succeed.Our pursuit of progress over the past 180 years has established BT as a strong, successful brand, with huge scale capable of achieving great things. From supporting emergency services, hospitals, banks and keeping economies around the world online, safe and secure, to delivering large scale technology infrastructure like the creation of BT Sport.

Today in this fast-changing, always on, digital world our purpose remains true. Yet the market conditions, regulations and competition we face are tougher than ever before. So, if you have the drive, optimism and resilience to help propel us forward we'll offer unrivalled personal development, a wealth of opportunities to learn, experience new things and pursue new careers. If that's you and what you're looking for, we'd love you to be part of our future.

Why this job matters
This section should be limited to no more than 5 lines outlining how this job delivers for our customers and our business.

As a valued member of the E2E UK Voice Services team you'll be empowered to deliver service excellence for our customers. This responsibility includes diagnosing and resolving customer issues and proactively identifying and implementing service improvements. This is an exciting role that will give you the opportunity to work with teams across BT, with our vendors/partners and interact directly with our customers. The purpose of this job and this team is to provide world class customer experience for customers.

What You'll Be Doing
Lead the 7 x 24 2nd line support and change team based in India.

• Owning and Managing all Optimise customer service issues proactively and reactively within SLA. Escalate issues effectively and in good time to ensure customer service is protected.
• Loading of software patches for both application and hardware onto the Optimise platform.
• Own, organise and implement the Optimise customer change process, leading on ensuring the change process is followed and progressed to ensure prompt delivery of customer orders.
• Investigating, advising and adopting technical and process improvements and enhancements to improve the performance and customer satisfaction of in scope platforms and services.
• Possess the ability to proactively analyse, troubleshoot Optimse issues including co-ordinating between internal BT teams, Verint and the external customer to ensure prompt resolution of customer issues.
• Undertake daily Health check of Recorders and Application servers for their functionality.
• Work over a 7 x 24 period on a shift pattern.
• Living the BT values and using the BT behaviours every day.

The skills you'll need to succeed

• Ability to lead a 2nd line team, undertake process confirmation validation and ensure team delivers the correct level of service to ensure Optimse service is world class for BTs customers.
• Ability to role model, coach and enhance team to deliver world class service.
• Ability to manage stakeholders at all levels – Product owners, customers, vendors
• Verint certified.
• Proficient in the E2E support of in scope platforms, applications and services
• Proficient Troubleshooting the Verint recording, Screen recording faults\issues
• Proficient Troubleshooting the Verint WFM related faults
• Proficient in analysis of the audio\screen recording and WFM logs
• Experience working in co-ordination with Vendors for Verint Product Application support issues
• Experience working in co-ordination with Vendors for Verint Product Application support issues.

Experience you'd be expected to have

Experience in Verint / Optimise services Contact centre services (3+ years PREFERRED).

Experience in Change management processes.(2+ years PREFERRED)

Experience and active contributor to a CI Silver Accredited team. PREFFERED.

Our leadership standards
Looking in:
Leading inclusively and Safely
I inspire and build trust through self-awareness, honesty and integrity.

Owning outcomes
I take the right decisions that benefit the broader organisation.

Looking out:
Delivering for the customer
I execute brilliantly on clear priorities that add value to our customers and the wider business.

Commercially savvy
I demonstrate strong commercial focus, bringing an external perspective to decision-making.

Looking to the future:
Growth mindset
I experiment and identify opportunities for growth for both myself and the organisation.

Building for the future
I build diverse future-ready teams where all individuals can be at their best.

About Us
BT is part of BT Group, along with EE, Openreach, and Plusnet.

Millions of people rely on us every day to help them live their lives, power their businesses, and keep their public services running. We connect friends to family, clients to colleagues, people to possibilities. We keep the wheels of business spinning, and the emergency services responding.

We value diversity and celebrate difference. 'We embed diversity and inclusion into everything that we do. It's fundamental to our purpose: we connect for good.'

We all stick to the same values: Personal, Simple, and Brilliant. From day one, you'll get stuck in to tough challenges, pitch in with ideas, make things happen. But you won't be alone: we'll be there with help and support, learning and development.

This is your chance to make a real difference to the world: to be part of the digital transformation of countless lives and businesses. Grab it.

A FEW POINTS TO NOTE:
Although these roles are listed as full-time, if you're a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch.

We will also offer reasonable adjustments for the selection process if required, so please do not hesitate to inform us.

DON'T MEET EVERY SINGLE REQUIREMENT?
Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your past experience doesn't align perfectly with every requirement on the Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.