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- Tasks: Ensure effective changes to IVR and telephony routing while collaborating with key stakeholders.
- Company: Join Virgin Media O2, a leader in the telecom sector with a vibrant culture.
- Benefits: Enjoy a fantastic rewards package, health benefits, and extras for you and your loved ones.
- Why this job: Make a real impact on customer experience and operational performance in a dynamic environment.
- Qualifications: Experience in the telco sector and knowledge of Amazon Connect Telephony routing required.
- Other info: Be part of an inclusive culture that celebrates diversity and empowers everyone.
The predicted salary is between 36000 - 60000 £ per year.
Overview
Working as Systems and IVR Governance Analyst here at Virgin Media O2, you will ensure that changes to IVR and telephony routing are delivered effectively, without negatively impacting customers or frontline agents. This role involves close collaboration with Operations and key stakeholders to assess the feasibility of change requests, provide alternative solutions where necessary, and maintain oversight of the routing structure and any changes that could affect operational performance.
The role is central to the communication and coordination of any impacts to IVR and telephony routing, systems, or technology. It involves liaising with The Central Hub and other stakeholders to ensure that mitigations and action plans are implemented swiftly and effectively. This is achieved through strong engagement with teams across VMO2, gathering relevant information and ensuring it is communicated clearly to the right people.
Using strong relationship-building skills, the analyst works with approval and resolver groups to manage impacts efficiently. Where necessary, they follow escalation routes and ensure all change requests and outages are tracked through to full resolution.
The role may also include managing a team of analysts, working collaboratively with the operation and stakeholders to ensure all tasks are delivered with a high level of accuracy and attention to detail.
Must haves
- Telco sector experience
- Experience and technical knowledge of Amazon Connect Telephony routing
- Knowledge of AWS platforms, agent systems and applications
- Ability to demonstrate strong verbal, written and numerical skills
- Ability to demonstrate knowledge of Microsoft Excel to support key analysis of change activity
The other stuff we are looking for
- Provide input and best practice guidance for all IVR/routing change requests
- Lead on all IT related impacts and outages as the POC for Workforce Planning
- Liaise with Change teams to understand upcoming changes, ensuring monitoring for early identification of issues and logging of any impacts as a result of change
- Deliver monthly reporting and analysis to aid planning teams in understanding impact on forecasts
- Work closely with Incident management to support process and communication strategy
What\\\’s in it for you
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.
Next steps
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.
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Systems & Change Analyst employer: Virgin Media Ltd
Contact Detail:
Virgin Media Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Systems & Change Analyst
✨Tip Number 1
Network like a pro! Reach out to folks in the telco sector, especially those who work with IVR and telephony. A casual chat can lead to insider info about job openings or even a referral.
✨Tip Number 2
Show off your skills! When you get the chance, demonstrate your knowledge of Amazon Connect and AWS platforms during interviews. Use real examples from your past experiences to highlight how you've tackled similar challenges.
✨Tip Number 3
Be proactive! If you hear about changes or upcoming projects at Virgin Media O2, express your interest. This shows you're engaged and ready to contribute to the team right from the start.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in being part of the Virgin Media O2 family.
We think you need these skills to ace Systems & Change Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Systems & Change Analyst role. Highlight your telco sector experience and any relevant technical knowledge, especially around Amazon Connect Telephony routing and AWS platforms. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how your experience aligns with our needs. Don't forget to mention your strong relationship-building skills and how you can contribute to effective communication and coordination.
Showcase Your Analytical Skills: Since this role involves a lot of analysis, make sure to highlight your numerical skills and proficiency in Microsoft Excel. Share examples of how you've used these skills in past roles to support change activity or improve operational performance.
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It’s the best way for us to receive your application and ensure it gets the attention it deserves. Plus, it shows you're keen on joining our team at Virgin Media O2!
How to prepare for a job interview at Virgin Media Ltd
✨Know Your IVR and Telephony Routing
Make sure you brush up on your knowledge of IVR systems and telephony routing, especially with Amazon Connect. Be ready to discuss how these systems work and any relevant experience you have in the telco sector.
✨Showcase Your Analytical Skills
Prepare to demonstrate your proficiency in Microsoft Excel and how you've used it for analysis in past roles. Bring examples of reports or analyses you've created that had a positive impact on operational performance.
✨Build Relationships
Highlight your relationship-building skills during the interview. Think of examples where you successfully collaborated with stakeholders or managed impacts efficiently. This role is all about communication, so show them you can engage effectively.
✨Be Ready for Scenario Questions
Expect scenario-based questions that assess your problem-solving abilities. Prepare to discuss how you would handle change requests or outages, and think through your escalation routes and mitigation strategies.