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Contact Center Systems Analyst

Chamberlain Group Inc Tucson, AZ
  • Expired: over a month ago. Applications are no longer accepted.
Job Description

Job Title: Contact Center Systems Analyst
Applies To: Customer Experience
FLSA Classification: Exempt
Reports To: Shared Services Director
Department: Technical Support Center
Primary Location: Tucson, AZ
Effective date: 10/2019
Date of last revision: 10/2019



Job Summary and Scope of Responsibility:Responsible for the management, administration and operational strategy of the CGI Contact Center telephony systems and integrated voice response (IVR) solutions as well as the Workforce Management and call recording solutions. Directs internal and external business partners who provide service, support or interface with Contact Center integrated telephony and IVR systems. Responsible for Key Performance Indicators (KPI) supporting the CGI operational and business strategies. Acts as subject matter expert. Responsible for the attainment of contact center performance goals. Works closely with all of the Technical Support Center, Customer Care and Customer Experience Management and Finance to ensure business needs are met to maximize customer satisfaction and loyalty, employee satisfaction, and efficiencies.

Essential Duties and Responsibilities:
  • Implements and manages telephony systems (IVRs), workforce management, call recording and other Contact Center solutions that enable the Contact Centers to perform on a daily basis
  • Defines requirements for changes associated with systems based on appropriate business justification and needs; defines and executes test plans, cases, and scenarios.
  • Interfaces with product teams and consults with management on strategic use of Call Center Technology from IVR up to online chat, SMS and web technologies.
  • Produces project reporting and manages communication across multiple levels of management and present analysis to Management.
  • Manages all Call Services processing changes and performs call flow trouble shooting.
  • Documents, tracks, and analyzes Call Center performance issues; provides recommendations for services like IVR process improvements.
  • Develops knowledge of new capabilities and technologies that may benefit CGI (Artificial Intelligence, Natural Language Processing, etc.) through research, training, testing, piloting, etc.
  • Determines causes of services malfunctions and directs or performs corrective actions.
  • Handles highly technical complex problems and will be called on to consult for other projects. Viewed as a Subject Matter Expert within the organization.
  • Provides coaching to junior-level employees.
  • Analyzes performance of telecommunications network, including usage and load patterns and systems responses.
  • Participates in schema design for new or modified systems, including the analysis of parameters such as timing responses, recovery capabilities, automatic diagnostics, and redundancy capacity.
  • Directs and performs installation of telecommunications/network and test equipment.
  • Develops and enforces policies, work instructions, and procedures in support of Company requirements.
  • Directs project team and provides leadership in completing projects.
  • Monitor system performance, troubleshoots outages, and manages vendors to ensure optimal system performance.
  • Performs other related duties as assigned.

Minimum Qualifications
Education:
  • Bachelor’s Degree in Data Analytics, Information Systems, or experience to compensate.
Experience:
  • 3-5 years working in a Contact Center environment at a Supervisory level
  • 2+ years hands on administering a Contact Center telephony solution (Aspect, Avaya, Unify, etc.)
Knowledge, Skills and Abilities:
  • Working knowledge of these other specific development languages is desired: PL/SQL, C++, Visual Basic, PowerBuilder, Microsoft .NET framework, XML, XSL, ASP, Java, Java script and shell scripting, chat technology, SMS
  • Experience with network architectures, relational databases and client/server environment Ability to create logical and physical data models and design user interfaces
  • Preferable VoIP/SIP exposure along with Unify, Verint and/or Salesforce Service Cloud experience
  • Must be self-motivated, data capable, detail oriented and possess the business acumen to identify areas of opportunity within our business systems and practices.
  • Must have the managerial courage and project management tools necessary to drive identified projects to completion.
  • Demonstrated ability to effectively and efficiently manage multiple projects/priorities with varying complexity
  • Foster strong and collaborative relationships with team, internal business partners, and external vendors
  • Up to 25% travel required

Work EnvironmentTypical Working Conditions: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.The work environment is a normal office setting or at customer locations, which may require travel.Employee frequently interacts directly with other staff members and customers during the workday. Equipment Used: This position will be required to use equipment such as, but not limited to: calculator, phone, fax, scanner, copy machine, and personal computer to include spread sheeting, word processing, and presentation software.Essential Physical Tasks: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.While performing the duties of this job, the employee is frequently required to sit, talk and hear. The employee is occasionally required to walk, handle or operate objects, tools or controls, and reach with hands and arms.The employee must occasionally lift and/or move up to 20 pounds.

Physical Demands:ActivityFrequencyActivityFrequency




NROFC
NROFCLifting/Carrying




Twisting/Turning




Under 10 lbs

X

Reach over shoulder
X


11 – 20 lbs

X

Reach over head
X


21 – 50 lbs
X


Reach outward
X


51 – 100 lbsX



Climb
X


Over 100 lbsX



Crawl
X








Kneel
X


Pushing/Pulling




Squat
X


Under 10 lbs
X


Sit


X
11 – 20 lbs
X


Walk – Normal Surfaces


X
21 – 50 lbs
X


Walk – Uneven Surfaces
X


51 – 100 lbsX



Walk – Slippery Surfaces
X


Over 100 lbsX



Stand
X








Bend
X


Driving










Automatic TransX



Vision Requirements




Standard TransX



Close vision at 20 in. or less


X






Distance vision 20 feet or more

X

Other




Color vision – identify and distinguish colors

X

Keyboard/Ten Key



XPeripheral vision

X

Fingering (fine dexterity)



XDepth perception

X

Handling (grasping, holding)
X


Ability to adjust focus

X

Repetitive Motion – Hands



X





Repetitive Motion – Feet
X








Talk



X





Hear



X





TasteX









SmellX









Key (Based on typical week):
N – Never
R – Rarely (Less than one hour per week)
O – Occasional (1% - 33% of time)
F – Frequent (34% - 66% of time)
C – Constant (more than 66% of time)

Chamberlain is proud to be an Equal Opportunity Employer. You will be considered for this position based upon your experience and education, without regard to race, color, religion, sex, national origin, age, sexual orientation, ancestry; marital, disabled or veteran status. We are committed to creating and maintaining a workforce environment that is free from any form of discriminations or harassment.

Chamberlain Group Inc

Address

Tucson, AZ
USA