Talentfactor Inc
tfccr-214
Job type: Full Time, Temporary/Contract/Project
Posted: 4 Days ago
Industries: All
Tampa, FL 33617
Tampa, Florida, US
Date Posted: 11/3/2020 5:23:15 PM
Title: Business Systems Analyst
Pay Rate: $28.00/hr to $35.00/hr (W2 contract only)
Shift: 8:00am to 5:00pm
Location: Tampa, FL 33617
DESCRIPTION:
The Business Systems Analyst (BSA) will be responsible for providing contact center system administration support for the Business Services organization. This individual will leverage his/her knowledge to improve business processes or to develop new capabilities that will improve the customer service delivery experience for our customers making customer service a distinct competitive advantage. In addition, this role will work closely with business stakeholders to understand their needs and leverage contact center system tools such as Genesys to deliver results.
This role will participate in all phases of projects including planning, project executions, pilots and post-project implementations and roll-outs which involve contact center tools such as Genesys. This role will establish collaborative relationships with operational teams and will assist with challenges encountered during the implementation of contact center tools solutions.
The BSA will have functional user knowledge of contact center tools such as Genesys and various IT systems that are used to support business processes. They will collaborate with IT management and external suppliers to insure that business plans are aligned with needed capabilities.
• Support all business administration components of Genesys contact center tools including quality interaction recording and feedback processes, call routing, inbound and outbound/dialer processes, reporting and data elements
• Provide Tier 1 troubleshooting support for contact center users including on-site and remote users via various communication channels
• Identify, track and escalate user issues and act as liaison with internal and external support teams to resolve issues
• Understand each functional processes and call flows
• Support call flow design and implement changes as requested to include audio recordings, operational schedules such as emergencies, holidays, modify call flows when necessary, document call flows in Visio and manage on-hold and marketing announcements
• Understand security model and make updates/changes as required
• Manage toll-free/DID inventory
• Manage status messages such as aux and wrap-up codes
• Support email routing and offline routing activities
• Continually increase knowledge on quality and workforce management programs to support BSNA operational processes
Position Requirements: Minimum Education Required: BS/BA (or equivalent) with a MS/MA/MBA preferred
Minimum Experience Required:
3-5+ years of work experience in operational or IT field
2-3+ years of contact center support experience
Preferred Level:
5+ years of work experience in operational or IT field
5 years+ contact center support experience
Previous ACD call routing experience such as skills based routing, call flow design concepts
Previous call center system administration such as Genesys, Verint, NICE, Cisco
Previous experience with SalesForce and SAP CRM environments
Technical Skills Required:
Ability to create charts, tables, and MS PowerPoint for clear communications
Proficient with basic reporting tools such as Excel and Access
Ability to develop process flows using Visio or similar tools
If you’re interested, please forward an updated resume (MS Word format), contact information, and the best time to reach you to recruiting@talentfactorinc.com .