Routing Voice - Dubai, United Arab Emirates - CEQUENS

Description

CEQUENS, a leading cloud communication platform in the Middle East and Africa region, is seeking a Routing & Quality Manager to join their team in the telecommunications industry. The company provides Omni-Channel communication API's that enable enterprises and developers to communicate with their customer base worldwide. The proprietary Communication Platform leverages SMS, Voice, Push Notification, email, and Chat Apps APIs that are scalable, secure, reliable, and trusted by more than 1200 enterprises worldwide, including HSBC, Google, Alibaba, Careem, Telegram, Anghami, Jumia, and AlRajhi Bank. The Routing & Quality Manager will play a critical role in ensuring the smooth operation of the platform and will have the opportunity to work with talented individuals in a growing industry.

Responsibilities

• Develop and implement routing strategies to optimize the usage and efficiency of the CEQUENS Communication Platform.
• Manage the real-time performance of the routing strategy and continuously evaluate its effectiveness.
• Monitor the quality of the platform's performance and collaborate with internal stakeholders to identify and resolve issues.
• Proactively identify areas of improvement and implement solutions to enhance the customer experience.
• Lead a team of routing analysts and ensure adherence to best practices and key performance indicators.
• Develop and execute quality assurance programs to guarantee high-quality customer interactions and satisfaction.
• Collaborate with cross-functional teams, including product and software development, to identify and integrate new features to improve the platform's capabilities.

Requirements

• Bachelor's degree in a related field, such as telecommunications or computer science.
• 5+ years of experience in routing and quality management in the telecommunications industry.
• Strong analytical and problem-solving skills, with the ability to think critically and strategically.
• Excellent communication and collaboration skills with the ability to work cross-functionally and manage a team effectively.
• In-depth knowledge of telecommunications routing and quality management tools and processes.
• Ability to work in a fast-paced environment and prioritize competing demands with tight deadlines.
• Strong attention to detail and accuracy.