Contact Center Analyst

October 20

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Description

• The Contact Center Analyst will support the operation of the Contact center by understanding and documenting business needs for the routing and management of member and provider calls to the company. • This person will support routing design, testing, analysis of new and existing capabilities, integration of third party applications to the contact center, and generally ensure the effective and highly reliable performance of the contact center infrastructure in meeting the business’ goals and objectives. • Responsibilities include, but are not limited to: Conduct business process analysis and requirements gathering sessions. • Develop user stories and functional requirement specifications for consolidated Contact Center web applications. • Clearly communicate with clients and project teams via email and conference calls. • Coordinate product deployments and write release communications. • Ensure collaborative outcomes by establishing and promoting strong client partnerships. • Responsible for the successful definition, testing, management, and launch of Contact Center infrastructure upgrades, changes, and new features.

Requirements

• Strong analytical and quantitative skills are essential to execute the job. • Must be detail-oriented, an independent thinker and have very strong organizational skills to manage the volume of data which is reported upon and analyzed by the department. • Experience with Call Center or Contact Center Software. • Collaborative team player, with the ability to work effectively across multiple departments and levels within the company. • Software Project Management. • Excellent written and interpersonal communication skills. • Proficiency in Microsoft Outlook, Excel, and Word is a must.