Job Details

ID #4023467
Estado South Carolina
Ciudad Columbia
Full-time
Salario USD TBD TBD
Fuente VIVA USA Inc
Showed 2020-05-28
Fecha 2020-05-29
Fecha tope 2020-07-28
Categoría Etcétera
Crear un currículum vítae

Business Analyst

South Carolina, Columbia 00000 Columbia USA

Vacancy caducado!

Req Ref No: LSSCBA28-77

Location: Columbia, SC

Duration: 12.0 monthsDescriptionDescruption:Daily Duties / Responsibilities:This Role Will Include, But Is Not Limited To:Assisting Other Management Team Members In Identifying Trends And Establishing Call Center Goals.

Helping Ensure That Staff Members Are Achieving Desired Service Levels And Recommending Corrective Action, As Needed.

Preparing Reports And Analyzing Call Center Data To Improve Processes, Ensure Resources Are Properly Allocated, And Maximize Efficiency.

Consults With Agency To Fully Understand The Goals Of The Ivr System.

Conducts Internal System Tests, Measuring The System’S Ability To Quickly And Accurately Manage Different Scenarios Of Varying Complexity.

Plans And Prepares Flowcharts And Other Visual Aids To Demonstrate Call Handling And Organization, Providing Maximum Information Resources In The Shortest Possible Call Time.

Repeats The Testing Procedure As Needed And Implements Modifications.

Periodically Reviews The Ivr System To Determine Whether User Needs Have Changed And Whether Further Enhancements Or Modifications Are Necessary.

Maintains Current Knowledge Of Technological Developments In The Ivr Field.

Performs Other Related Duties As Assigned.Required Skills (Rank In Order Of Importance):Ability To Multitask And Remain Calm Under Pressure, Especially During Peak Hours Or Intense Situations.

Exceptional Interpersonal, Customer Service, Problem-Solving, Verbal And Written Communication, And Conflict Resolution Skills.

Proficiency With Necessary Technology, Including Computers, Software Applications, Phone Systems, Etc.

Proficient With Microsoft Office Suite Or Related Software Needed To Create Reports, Flowcharts, And Technical Logs.Preferred Skills (Rank In Order Of Importance):Experience With Aws Connect

Experience With Salesforce Case Management

Advanced Understanding Of Ivr Technology And Related Telecommunications Devices, Networks, Software, And Systems.

Ability To Lead Team-Based Projects.Required Education/Certifications:Bachelor’S Degree Or Similar Telecommunications Specialty Required.

At Least Three Years Of Experience In Call Management Systems And Voice Application Design Required.Skills :Administrative -business process improvement Yes 1 Lead Currently Using 4 - 6 Years

Administrative Interpersonal Skills Yes 1 Lead Currently Using 4 - 6 Years

Administrative Multi Line Phone System Yes 1 Lead Currently Using 4 - 6 Years

Administrative Problem Solving Skills Yes 1 Lead Currently Using 4 - 6 Years

Administrative Verbal Communication Skills Yes 1 Lead Currently Using 4 - 6 Years

Administrative Written Communication Skills Yes 1 Lead Currently Using 4 - 6 Years

Documentation/Language Ability to write, edit, and prepare graphic presentations of technical information for both technical and business personnel Yes 1 Lead Currently Using 4 - 6 Years

Education Bachelor’s degree in a technical or business field No 1 Lead Currently Using 4 - 6 Years

Miscellaneous Ability to analyze and document, business and system processes using various methods and tools. Yes 1 Lead Currently Using 4 - 6 Years

Miscellaneous Ability to deal effectively with the needs of technical peers, technical and user management, users, vendors, and staff members, and to communicate clearly and effectively in spoken and written form Yes 1 Lead Currently Using 4 - 6 Years

Miscellaneous ABILITY TO DEVELOP, COMMUNICATE AND PRESENT PROJECT DOCUMENTATION AND REPORTS Yes 1 Lead Currently Using 4 - 6 Years

Miscellaneous Call Center Operations Yes 1 Lead Currently Using 4 - 6 Years

Packaged Applications Microsoft Office Suite Yes 1 Lead Currently Using 4 - 6 Years

Specialties ABILITY TO DEVELOP PROCESS FLOW DIAGRAMS, FLOWCHARTS, SWIMLANE DIAGRAMS, AND OTHER GRAPHICAL AIDS TO DOCUMENT CURRENT AND PROPOSED WORKFLOWS AND PROCESSES Yes 1 Lead Currently Using 4 - 6 Years

Specialties Building test cases and scenarios into test systems Yes 1 Lead Currently Using 4 - 6 Years

Specialties Creating reporting standards and processes Yes 1 Lead Currently Using 4 - 6 Years

Specialties IVR Yes 1 Lead Currently Using 4 - 6 Years

Specialties Telecommunications Yes 1 Lead Currently Using 4 - 6 YearsVIVA is an equal opportunity employer. All qualified applicants have an equal opportunity for placement, and all employees have an equal opportunity to develop on the job. This means that VIVA will not discriminate against any employee or qualified applicant on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

Vacancy caducado!

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