Address
Form of work Summary:
Responsible for supporting the Business Analysts/Team Leads with consulting, projects, data, testing, presentations, and administrative tasks. The Call Center Services department is the business owner for several call center applications including an automated self-severe system (IVR), call routing, call recordings, quality management, and call mining. The core mission of this team is "We listen, educate, and empower our business partners by communicating, implementing and maintaining proactive call Center Services solutions."
Task Description / Performance Expectations:
Business System Support: Responsible for gathering requirements, researching, and testing of the Call Center Applications. Manage enhancements and maintenance issues between our business, IT, and external vendors.
Consulting: Work consistently with the business departments to proactively propose changes that will better suit the business needs and provide a CustomerOne experience.
Report and Analyze: Create and analyze data from Call Center applications and internal/external survey sources to alert business departments and propose changes to resolve issues to applications or processes surrounding their day-to-day goals.
Relationships: Maintain strong relationships with the domain team, current vendor personnel, IT support, business management and Call Center Services team and manager to allow for effective growth and improvements.
Documentation: Lead and contribute documentation supporting application functionality and maintain current work flows of the applications. Update procedures, work instructions, and company information to ensure all DTFS personnel receive current and relevant information.
Responsible for supporting the Business Analysts/Team Leads with consulting, projects, data, testing, presentations, and administrative tasks. The Call Center Services department is the business owner for several call center applications including an automated self-severe system (IVR), call routing, call recordings, quality management, and call mining. The core mission of this team is "We listen, educate, and empower our business partners by communicating, implementing and maintaining proactive call Center Services solutions."
Task Description / Performance Expectations:
Business System Support: Responsible for gathering requirements, researching, and testing of the Call Center Applications. Manage enhancements and maintenance issues between our business, IT, and external vendors.
Consulting: Work consistently with the business departments to proactively propose changes that will better suit the business needs and provide a CustomerOne experience.
Report and Analyze: Create and analyze data from Call Center applications and internal/external survey sources to alert business departments and propose changes to resolve issues to applications or processes surrounding their day-to-day goals.
Relationships: Maintain strong relationships with the domain team, current vendor personnel, IT support, business management and Call Center Services team and manager to allow for effective growth and improvements.
Documentation: Lead and contribute documentation supporting application functionality and maintain current work flows of the applications. Update procedures, work instructions, and company information to ensure all DTFS personnel receive current and relevant information.
