Contact Center Business Technology Analyst
Description:
Serves as a computer technology expert for assigned functional applications to assist business lines with development and ongoing support.
Provides project release direction and support including research, analysis, review, development, implementation and monitoring of new or revised systems.
Acts as a liaison for project release and typically perform analysis supporting the strategies and objectives of the business line.
Compiles and analyzes information that is very detailed and often interpretive making project release recommendations based on the findings.
Interfaces with internal and external resources to ensure successful completion, installation and implementation in accordance with client needs.
This role acts as a Workforce Management (WFM) subject matter expert and coordinates with business line partners on schedule requirements.
Observes and reports out attendance incidents and communicates real-time staffing adjustments and/or reallocations as needed.
Emphasizes improving operational efficiency and also effectively generating a positive impact on the customer experience.
Requirements:
Bachelor's degree, or equivalent work experience
Five or more years of direct experience (with project lead responsibilities), or eight or more years of related experience
Ability to conduct an analysis of business needs, including scheduling meetings, planning agendas, conferring with business line leaders, documenting and making verbal and written presentations
Strong understanding and use of project management techniques and testing processes and supervises their use
Ability to develop test schedules, review testing plans, track test issues and report on test results
Proficient computer navigation skills using a variety of software packages including Microsoft Office applications
Strong project management, organization and analytical skills
Effective interpersonal, verbal, written and presentation communication skills
Effective leadership and negotiation skills
Thorough knowledge of a business line or function area
3-5+ years of experience with established workforce management systems (NICE IEX, Aspect, Five9, etc.)
3-5+ years of experience with call center systems, preferably Amazon AWS, Avaya
Prior experience and/or an understanding of call center operations and customer service/default call center environments
Intermediate knowledge of Microsoft Excel (complex formulas)
Benefits:
Healthcare (medical, dental, vision)
Basic term and optional term life insurance
Short-term and long-term disability
Pregnancy disability and parental leave
401(k) and employer-funded retirement plan
Paid vacation (from two to five weeks depending on salary grade and tenure)
Up to 11 paid holiday opportunities
Adoption assistance
Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law
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