Contact Enablement Specialist

Working as a Contact Enablement Specialist, you will be responsible for focusing on the effective operation, continuous enhancement & configuration of our contact centre technologies. You will be responsible for building complete knowledge & expertise of the AWS Connect technology platform & other associated technologies.

As a Contact Enablement Specialist, you will use our existing capability to build out operational insight dashboards, configuring process changes & automating processes to better streamline the operation.

The UK’s fastest broadband network. The nation’s best-loved mobile brand. And, one of the UK's biggest companies too.

Diverse, high performing teams - jam packed with serious talent. Together, we offer the UK more choice and better value, through our boundary-pushing, customer-championing values and ambitions.

Together, we are Virgin Media O2, and we can't wait to see what you can do.

Accessible, inclusive and equitable for all

Virgin Media O2 is an equal opportunities employer and we're working hard to remove bias and barriers for our people and candidates. So, we build equity and inclusion into everything we do, from the policies we craft to the relationships we shape. We support and encourage you to be your authentic self throughout your application journey with us.

In order to be considered, you must have the following experience;

• Cloud technology expert and high level of data proficiency
• Customer Contact background ie thorough understanding of customer behaviour in the voice channel would be beneficial
• Ability to work with data to spot trends, suggest process improvements & follow processes to make improvements & prove value
• Process & document configuration changes to maintain platform stability

You will be carrying out the following responsibilities:

• Contact lens - ability to create, edit and change rules, evaluations (Quality Management)
• Reporting - Admin level reporting (could delete and manage across the platform across any BPOs)
• Theme detection - manage the central suite of theme reports and can make changes for BPOs.
• Collate and manage feedback from operations to feed into AWS capability roadmap prioritisation
• Pilot SME to partner with ops readiness and pilot extensions eg. adding tagging to support pilot extensions.

Our goal is to celebrate our people, their lives and everything in-between. We aim to create a culture that empowers everyone to bring the best versions of themselves to work each and every day. We believe the most inclusive and diverse culture makes for a better business and a brighter world.

Working at Virgin Media O2, you get a bumper reward package bursting with benefits, and loads of extras you can add if you’d like to. These are designed to support both you and your loved ones, making sure that you’re covered no matter what life throws your way.

If we feel like a place where you can belong, we'd love to learn more about you as a person and your experience to date. Once you've submitted an application the next steps of the process, if successful, are likely to include a competency based assessment.

When you apply, you'll be asked about any adjustments you might need to support the recruitment process. Let us know, and we'll be sure to discuss it with you.

Please note: Applications will be reviewed, and interviews conducted throughout the duration of this advert, therefore we may bring the closing date forward. We encourage all interested applicants to apply as soon as possible. If you’re offered a job with us, it will be conditional, based on the passing of background checks. All roles require a criminal record check and some roles need a financial probity check. Your recruiter can provide you with more information if needed.

Thanks for your patience and for showing an interest in joining the Virgin Media O2 family.