Contact Centre Test Manager Job at FinXL (Macquarie Park)

Manager, Contact Center Transformation and Quality

Manager role in Contact Center Transformation and Quality at Citi's Wealth divis...

Location

Hong Kong , Kowloon City

Salary:

Not provided

Citi

Expiration Date

Until further notice

Requirements

2-5 years relevant experience
Bachelor's/University degree or equivalent experience
Experience in Contact Centre, banking industry, managing projects of business process improvement and vendor management will be an added advantage
Fluent in Cantonese, English and Mandarin is preferable
Strong communication skill

Job Responsibility

Translate business needs into clear requirements for innovative digital solutions and enable data-driven decisions to align the transformation strategy in Contact Center
Review end-to-end client journeys and operational workflows to identify and implement process improvements through digital transformation
Coordinate the implementation, maintenance, and enhancement of digital transformation systems throughout the project lifecycle
Manage and participate in all testing phases to ensure successful and stable production releases of new digital solutions
Conduct thorough qualitative reviews of escalated complaint cases
Analyze comprehensive quality data to identify emerging trends and provide actionable insights to management
Act as a SME to other stakeholders

What we offer

Access to telehealth options, health advocates, confidential counseling
Expanded Paid Parental Leave Policy
Programs to help manage financial well-being
Access to learning and development resources
Generous paid time off packages
Resources and tools to volunteer in communities

Fulltime

Business Analyst (Contact Centre)

FinXL is seeking a Business Analyst (Contact Centre) to join our consulting team...

Location

Australia , Sydney

Salary:

Not provided

FinXL

Expiration Date

Until further notice

Requirements

Proven experience as a Business Analyst in complex Contact Centre environments
Experience with NICE CXone technology and its capabilities (or similar contact centre technologies)
Expertise in requirements elicitation, workshop facilitation, and process mapping
Strong understanding of contact centre operations, call routing, Interactive Voice Response (IVR), and WFM
Proficiency with BA tools and methodologies such as JIRA, Confluence, and Agile
Ability to bridge the gap between business stakeholders and technical teams
Australian Citizenship is required for this specific engagement

Job Responsibility

Lead workshops to elicit, analyse, and document detailed business requirements
Define and map As-Is and To-Be business processes for contact centre operations
Translate business needs into functional specifications and detailed call flow designs
Configure NICE CXone platform requirements for IVR, routing, and escalations
Act as primary liaison between business units, IT teams, and project managers
Create and maintain BRDs and functional specifications
Support testing teams to define UAT criteria and clarify requirements

What we offer

Work on a critical NICE CXone transformation program
6-month initial term with 12 months of anticipated work
Join a supportive team delivering high-value IT services

Implementation Business Analyst

As a part of the Implementation team, the Implementation Business Analyst will p...

Location

United Kingdom , Peterborough

Salary:

Not provided

Activate Group Limited

Expiration Date

Until further notice

Requirements

Business Analysis experience covering processes, operations, contact centre, technology, client services and testing, 3+ years desired
Strong Business Analyst skills and ability to use a variety of analysis, design and documentation techniques
Strong communication skills and able to present requirements and processes to prospective clients, existing clients and internal teams
Good Microsoft Office skills (especially Excel, Word, PowerPoint) and skills with process mapping software
Collaborative team working approach and ability to build strong relationships both in person and remote
Hardworking and can-do attitude, able to work in a fast-paced environment over multiple client Implementation & Change projects concurrently
Able to work under minimal direction in line with the Implementation Lifecycle and Framework
Logical, analytical, with strong attention to detail and problem-solving skills
Solution-orientated and always looking to deliver for our clients and internal stakeholders

Job Responsibility

Analysis of client requirements, internal processes, configurable system setup and functionality
Capture and document client requirements during the ‘Pre-Implementation’ phase
Ensure all applicable options and data requirements are explored with the client
Work with the client and our internal teams to design the configuration and set up of our services as well as our processes
Identify requirements where IT development would be required
Create clear, detailed & unambiguous requirements, process documentation and flows for the clients and internal teams
Conduct impact analysis of proposed changes to existing processes
Own and execute test plans for all configuration and set up to ensure we deliver to the highest quality
Identify opportunities to increase automation through configuration and set up
Support the Implementation Manager throughout the Lifecycle of the Implementation project by representing the client requirements and our solution in project discussions

What we offer

33 days holiday (including bank holidays)
Personal health cash plan – claim back the cost of things like dentist and optical check ups
Enhanced maternity / paternity / adoption / shared parental pay
Life assurance: three times basic salary
Free breakfasts and fruit
Birthday surprise for everybody

Fulltime

Senior Real Time Management Team Lead

The Senior RTM Team Lead is responsible for leading, mentoring and developing a ...

Location

United Kingdom , Oxford

Salary:

Not provided

Tripadvisor

Expiration Date

Until further notice

Requirements

Minimum 5 years of leadership experience, including Real Time Management & people management in a call centre or similar environment
Strong understanding of call centre operations, metrics, and key performance indicators (KPIs)
Experience using WFM tools such as NICE IEX, InContact, or similar platforms
Excellent MS Office application knowledge, in particular, Excel
Strong analytical, organizational, and communication skills
Demonstrated ability to manage multiple stakeholders and navigate complex situations
Ability to adapt to changing business needs and act proactively in high-pressure situations
Flexibility in working hours is essential (Global RTM team operates 24/7)
Experience of working in large multi-skilled, multi-lingual contact centre environments

Job Responsibility

Manage, guide, and support a team of Real Time Analysts, fostering development and growth
Offer continuous feedback through coaching sessions and performance assessments
Develop tailored growth strategies for each direct report
Ensure that direct reports comply with all company policies and procedures
Drive continuous improvement initiatives by identifying gaps in processes or systems and recommending realistic, innovative solutions
Collaborate with the NOC, operations, and remote centres to identify and resolve downtime and telephony issues swiftly
Develop, update and test Business Continuity Plans (BCP)
Monitor real-time metrics and make adjustments to meet service level agreements and operational targets
Management of agent activity and adherence in real-time
Handle exceptions, including time-off requests, schedule swaps, and trades

What we offer

Competitive compensation packages, including base salary and annual bonuses
“Work your way” with flexibility to suit your lifestyle
Flexible schedule
Donation matching
Tuition assistance
Lifestyle benefit (annual benefit to spend on yourself)
Travel perks
Employee assistance program
Health benefits
Generous referral scheme

Fulltime

Mep project director

At Dornan  - A Turner Company, we are currently recruiting for a Project Directo...

Location

Denmark

Salary:

Not provided

Dornan

Expiration Date

Until further notice

Requirements

10-15 years' experience in senior construction positions
High project value experience (€100M+), ideally having worked on Hyperscale Data Centres
Qualified in Electrical or other Construction discipline
Excellent stakeholder management and people management skills

Job Responsibility

Lead the end-to-end delivery of a hyperscale data centre project, ensuring successful outcomes across safety, quality, programme, cost and client satisfaction
Develop and manage the overall project strategy, including business plans, cost control, cash flow, procurement strategy, construction programme and reporting tools (S-curves, histograms, etc.)
Act as the primary point of contact for the client and design teams, managing engineering, procurement and contractual matters (JCT, NEC or similar)
Establish and maintain robust safety, quality and compliance systems in line with company standards, industry best practice and local authority requirements
Mobilise and manage site establishment, subcontractors, labour and resources in accordance with the approved project plan
Lead, mentor and develop the project and site management teams, including training plans for staff and operatives in conjunction with senior leadership
Oversee day-to-day site operations, ensuring progress against milestones, effective coordination of materials and engineering, and adherence to programme and budget
Chair and attend client, subcontractor and internal meetings, ensuring progress, safety, quality and training are consistently reviewed and addressed
Manage testing, commissioning, final accounts and project close-out activities, including handover documentation, warranties, retention recovery and lessons-learned reviews
Maintain client relationships through the warranty period and support post-completion reviews, archiving and secure close-out of project information

Resident Network Engineer

The Resident Engineer will be required to develop and maintain an expertise on t...

Location

United States , All, Texas

Salary:

101900.00 - 234500.00 USD / Year

Hewlett Packard Enterprise

Expiration Date

Until further notice

Requirements

5-year+ experience providing implementation and technical support of networking products (routers and switches) in WAN and LAN environments
A detailed understanding of the protocols surrounding IP service provider networks
TCP/IP fundamentals IP sub-netting and super-netting and hierarchical routing principles
Routing protocol operation (OSPF, IS-IS, BGP, MPLS, RSVP, IPv6, Segment Routing and BGP)
Routing policies at BGP peering points VPNs and the associated tunneling technologies (L2TP, MPLS, etc.)
Detailed technical experience in the installation and operation of switches and IP routers
Strong experience in troubleshooting complex issues both at the device-level and network-level, in a multi-vendor environment
Comprehensive understanding of new WAN architectures including for segment routing SRv6
Understanding of multicast protocols and implementation of IPTV services over an IP infrastructure
Comprehensive understanding of Broadband Networks Gateway (BNG) using protocols such as PPPoE and RADIUS

Job Responsibility

Design Validation and Verification testing
Interoperability testing, multi-vendor
Acceptance testing of new software releases
Adaptation of test cases for automated testing
Consulting services for new features and technologies
Implementation support
Knowledge Transfer to customer staff
Troubleshooting/fault finding and supporting operations
Operational assistance (customer NOC)
Software Versioning Review

What we offer

Health & Wellbeing
Personal & Professional Development
Unconditional Inclusion

Fulltime

Head of New Partner Experience

As Head of NPX & AM for our SMB Commercial team, you will lead a team of manager...

Location

United Kingdom , Manchester

Salary:

Not provided

DELIVER

Expiration Date

Until further notice

Requirements

Leadership: The skill to balance results with employee engagement
Team Management: Can build an engaged team of contributors to deliver across a range of administrative processes
Influence and Negotiation: Stakeholder management, with resilience to face challenges from senior members of the business and deliver a positive outcome
Project Management: Manage projects alongside a daily operation requiring quick response as issues arise - strong work prioritisation, planning and task delegation
Team work: Collaborative approach with peers and business leaders to build support and unlock resources to support delivery of your agenda
Communication: Strong communication skills, with knowledge to respond to a variety of demands and the ability to engage with a variety of audiences through different channels
4+ years of experience in a call centre or similar environment focusing on delivering exceptional customer experiences
Experience working within the restaurant or grocery retail industries

Job Responsibility

Partner Obsessed: Be the champion for our newly acquired partners
creating a best in class contact centre that drives impactful conversations with our partners
enabling them to get the most from the Roo platform
Commercially astute
Ensure your team are leading from the front in supporting drive the right commercial outcomes for the business and our partners
implementing sales through service models that ensure our partners are able to be successful whilst driving the right outcomes for Roo
Define the Future: Design and implement a scalable servicing model that balances high-tech self-serve tools with high-impact human interaction
Lead at Scale: Manage a large team of managers and agents, fostering a high-performance, inclusive culture in our Manchester hub
across all four EU markets
Drive Strategy: Partner with global Tech and Ops teams to build the tools, incentives, and contact strategies that move the needle for our partners

What we offer

25 days annual leave plus bank holidays, increasing with length of time spent working at Deliveroo
One day of paid leave per year to volunteer with a registered charity
Funded single cover healthcare on our core plan, with the option to add family members at own cost
On-site gym (HQ), discounted external gym membership
Access to wellbeing apps such as LesMills+, Strava, Headspace, Yogaia via GymPass
Discounted dental insurance and a range of other flexible benefits, such as critical illness cover, partner life cover, travel insurance, health assessments
Life assurance
Maternity, paternity and maternity and shared parental leave, eligible from day one of employment
Excellent kit to enable working from home and a parent-friendly working culture
Access to free mortgage advice

Fulltime

Business Analyst

Our Regina-based government client is looking for a skilled business analyst to ...

Location

Canada , Regina

Salary:

Not provided

Randstad

Expiration Date

April 16, 2026

Requirements

Significant IT project experience as a business analyst, 8+ years
Experience gathering and documenting business requirements
Experience with Agile and Waterfall project methodologies
Strong communication and customer service skills
IIBA CBAP, PMI-PBA or IIBA AAC
Experience with contact centre technology projects
Knowledge of systems like telephony, IVR, workforce management or CRM integrations
Experience with Azure DevOps
Familiarity with cloud and SaaS solutions

Job Responsibility

To elicit requirements from internal users and develop detailed requirements for system acquisition, development, or enhancement projects / work orders
Work closely with the Business, Project Managers, Solution Architects, Developers and other IT&S resources and 3rd party representatives as applicable to develop the deliverables
Create complete set of test scenarios and prioritize test scenarios to ensure proper test coverage
Identify enhancement requirements from a business perspective
Facilitate with approved users in requirements definition (functional and non-functional) activities for proposed enhancements and business process redesign
Contribute to forecasting enhancement development requirements (functional and non-functional) and identify implementation priorities with established funding limits
Analyze and refine business requirements

What we offer

Opportunity to lead and shape the modernization of platforms
Collaborative environment working closely with stakeholders from various business areas and Information Management & Technology team
Chance to develop and implement cutting-edge solutions
Platform to showcase excellent presentation skills by regularly updating and engaging with project stakeholders and IT leadership
Contribution to meaningful work

Contact Centre Test Manager

FinXL

Location:
Australia , Macquarie Park

Category:
IT - Software Development

Contract Type:
Not provided

Salary:

Job Description:

Job Responsibility:

Requirements:

Additional Information:

Job Posted:
December 08, 2025

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