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Richardson, US-TX Full Time Posted: Friday, 14 September 2018

The Role

The Operations Telephony Manager will work closely with operations leaders, the telephony development team, and third party vendors to ensure the seamless implementation of new telephony routing platform, as well as manage the overall customer experience for telephony. Collaborate with the telephony development team on improvements that require their expertise. Take feedback from departments for improvements to the telephony system and make determinations on how best to proceed with those initiatives.

Key Responsibilities
  • Leads a team of 5 or more individuals in multiple locations
  • Monitors progress of the telephony integration and helps to devise strategies in order to overcome obstacles
  • Serves as a point of contact for the development telephony team
  • Participates in all applicable meetings regarding the telephony implementation as the voice of Operations
  • Works closely with the Benefits Delivery and Administration Workforce lead to obtain a proficient understanding of the business needs regarding the telephony system
  • Presents ideas and opportunities for improvement for the telephony system to operations and client
  • Be the telephony SME for operations
  • Facilitates the transition of team members to new systems
  • Works with team members to establish, document and implement new processes and procedures for the telephony system
  • Manages the relationship between operations telephony team and vendors supporting the telephony integration project
  • Works with team members to set goals based on their individual career goals
  • Provides clear and direct communication regarding changes to the system to ensure all parties involved have a clear understanding of the business direction
  • Initiates changes to increase self- service utilization in the IVR
  • Modifies processes to increase efficiency within the team
  • Collaborates with multiple departments across the organization to ensure the telephony system is meeting client and customer needs
  • Provides manager with options to resolve issues and improve customer satisfaction regarding the telephony system
  • Manage role and permissions assignment process for all of Individual Marketplace employees
  • Must attend trainings in order to increase knowledge of the telephony system


  • Strong background in service center Telephony communications
  • Genesys telephony experience a plus
  • Multi-Channel communications a plus
  • Ability to manage team relationships long distance
  • Experience working with departments of various backgrounds and skill sets, and managing communication styles to meet the individual needs
  • Strong professionalism and the ability to develop relationships
  • Ability to multi-task, prioritize, and meet timelines on deliverables
  • Self-starter, willing to make decisions and implement change
  • Strong attention to detail
  • Individual Marketplace business knowledge a plus
  • High Proficiency with Microsoft Office Suite
  • Bachelor's Degree, or equivalent experience

The Company

Willis Towers Watson is a leading global advisory, broking and solutions company that helps clients around the world turn risk into a path for growth. With roots dating to 1828, Willis Towers Watson has 40,000 employees serving more than 140 countries. We design and deliver solutions that manage risk, optimize benefits, cultivate talent, and expand the power of capital to protect and strengthen institutions and individuals. Our unique perspective allows us to see the critical intersections between talent, assets and ideas - the dynamic formula that drives business performance. Together, we unlock potential. 
Willis Towers Watson is an equal opportunity employer

Willis Towers Watson is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to, among other things, race, color, religion, sex, sexual orientation, gender identity, national origin, age, status as a protected veteran, or disability.

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Any unsolicited resumes/candidate profiles submitted through our web site or to personal e-mail accounts of employees of Willis Towers Watson are considered property of Willis Towers Watson and are not subject to payment of agency fees. In order to be an authorized Recruitment Agency/Search Firm for Willis Towers Watson, any such agency must have an existing formal written agreement signed by an authorized Willis Towers Watson recruiter and an active working relationship with the organization. Resumes must be submitted according to our candidate submission process, which includes being actively engaged on the particular search. Likewise, for our authorized Recruitment Agencies/Search Firms, if the candidate submission process is not followed, no agency fees will be paid by Willis Towers Watson. Willis Towers Watson is an equal opportunity employer.

Richardson, US-TX, United States of America
Not Listed
9/14/2018 8:03:15 AM

About Willis Towers Watson
The Towers Watson and Willis group of companies (the “Company” or “Willis Towers Watson”) is a leading global advisory, broking and solutions company that helps clients around the world turn risk into...

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