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Analyst, Contact Center Technology

Company: Rise Broadband
Location: Loveland
Posted on: February 15, 2019

Job Description:

General Summary
The Contact Center Technology Analyst is responsible for providing real time call center technology support and acts as the subject matter expert and liaison between the Contact Center and the IT team. This position is responsible for implementing changes for contact center supervisors and agents regarding user configurations, telephony routing, IVR, quality monitoring and assurance, workforce management, CRM and ensuring necessary information is captured for use for reporting purposes The position is also responsible for assuring telephony system functionality meets the daily and growing needs of the contact centers. The position works closely with the technology vendor resources to manage application/system changes and trouble resolutions. This position also works on process and procedure improvement to assure the adherence and success of ongoing processes as well as assist in continual process improvement.

Essential Duties/Responsibilities
---Coordinates with vendors and contact center management to address system issues or events.
---Manages all contact center technology projects and needs derived from the application of existing and new technology for customer interaction.
---Provides overall workflow analysis and change execution.
---Manages Core routing and reporting systems, including call prompting/IVR.
---Manages Contact center support tool management (QM/recording, WFM and KM support).
---Monitors and manages CRM workflow and efficiency within contact center.
---Analyzes and measures the effectiveness of processes throughout the contact center organization.
---Identifies and documents performance issues.
---Develops new processes, procedures and techniques necessary to provide continuous quality and performance improvement.
---Assures that processes and procedures are aligned and in support of quality and training goals of the contact center.
---Identifies and escalates customer impacting issues and opportunities for improvement to appropriate departments.
---Serves as the contact center liaison to IT on technology projects, needs and improvements including: call and contact routing systems, contact center support tools and systems.
---Partners with training in order to incorporate new process and procedures.
---Works with other departments including, IT, Engineering, Marketing, Finance, and Human Resources to assure that business requirements are identified and achieved.
---Other duties as assigned.
---Work requires weekend and/or evening work and some travel may be required

Job Requirements
---Bachelor's degree in Business or equivalent work experience
---3 - 5 years previous contact center experience
---Previous experience working contact center systems and applications
---Previous process improvement experience
---Ability to communicate and partner with other departments in order to identify and assist in the development of enhanced processes and procedures.
---Excellent organizational and time management skills with the ability to handle multiple projects under pressure with minimal supervision
---Ability to understand and effectively communicate and act upon technical documentation
---Excellent writing, verbal, and communications skills
---Experience using MS Office
---Previous experience in reporting and analysis in a contact center environment preferred
---Knowledge and experience in knowledge management preferred
---Knowledge and experience in change management preferred
---Previous knowledge and experience with contact center technology, including workforce management, quality monitoring, and ACD routing and reporting systems preferred
---Project management experience preferred

Working Conditions
---Employee remains in the sitting position for prolonged hours. Employee is required to stand, walk use hands to handle or feel objects, tools or controls; reach with hands and arms; talk and hear on a regular basis. Employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.
---Working conditions may include being in an open (shared) cubicle/work space area.

Disclaimer

This job description is not meant to be an all-inclusive statement of every duty and responsibility which will ever be required of an employee in this position, however, the employee will be held responsible for all duties assigned.

Keywords: Rise Broadband, Denver , Analyst, Contact Center Technology, Professions , Loveland, Colorado

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