ARI, part of the Holman Automotive Group and headquartered in Mt. Laurel, N.J., is a billion-dollar global vehicle fleet leasing and management company that prides itself on providing exceptional service. A recognized leader in the industry and the largest fleet management company in North America. Ranked #24 on FORTUNE magazine’s 100 “Best Places to Work” and #17 on Computerworld’s Best Places to Work in IT. ARI has more than 65 years of experience offering its employees a place where their careers and personal development can thrive.
ARI is currently accepting applications for the position of Manager- Voice Communications.
Job Responsibilities:
· Plan and implement telephony systems, including carrier connections, PBX, CTI platforms, call center routing and reporting.
· Oversee administration, maintenance, and upgrades of telephony and call center systems.
· Oversee architecture and engineering efforts for telephony and call center systems.
· Oversee change management activities including review / approval of change and test plans.
· Perform capacity planning to ensure optimal user experience
· Develop disaster recovery plans for telephony and call center systems.
· Deliver reports on KPIs and assess trends in performance, reliability, and costs
· Maintain operational budget for telecommunications expenses and capital expenditures.
· Develop and manage technical relationships with telecom, PBX and call center systems suppliers and managed service partners.
· Work with vendors to implement product feature improvements for reliability, availability, and serviceability.
· Manage the functional group’s personnel, including individual development and technical training plans to ensure continued growth and opportunities for personnel.
· Lead day to day operations of the group including setting goals, performing performance reviews, setting technical direction, and leading projects/initiatives.
· Interacts with internal clients on all levels to resolve telecommunications issues in a timely manner.
· Identifies and researches industry trends to determine benefits for ARI
· Communicates IT-related information to superiors and the rest of the company as needed.
· Perform all other duties and special projects as assigned.
Job Requirements:
Education and/or Training:
· Bachelor’s degree in a related field or equivalent work experience
Relevant Work Experience:
· 10+ years’ experience in IT telecommunications and call center technology, including 5+ in a management role
· Strong knowledge of voice carrier technologies
· Strong knowledge of Avaya PBX, voice mail and call center technologies (CTI, IVR, call recording, etc.)
· Has breadth and depth of technical or functional expertise in own area of responsibility or department; may be acquiring knowledge of other related areas of departments.
· Knowledge of the company’s telephone and call center environment
· Ability to supervise, motivate, coach/counsel and objectively evaluate employees and external partners and their performance
· Applies management expertise to set direction, resolve problems and provide guidance to employees in own area of responsibility or department
· Adapts area/departmental plans and priorities to address business and operational challenges
· Influences or provides input to forecasting and planning resources; may manage allocated budget
· Strong project management, problem solving and analytical skills
· Ability to organize and prioritize tasks and make appropriate decisions
· Excellent verbal and written communication skills.
· Excellent interpersonal and customer service skills.
· Strong presentation skills
· Ability to interact and work with employees at all levels in the organization including business units and executive management
· Ability to explain complex concepts to non-specialists
· Anticipates and interprets customer needs to identify solutions
· Effectively coaches, gives performance feedback and provides development opportunities within own area of responsibility or department
Job Type: Full-time
Pay: $140,000.00 – $155,000.00 per year
Benefits:
Schedule:
Work Location:
Work Location: Remote
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