Information Technology

Employment TYPE

Contract

LOCATION

Columbia, South Carolina

DATE POSTED

May 28, 2020

INDUSTRY

Information Technology

POSITION(S)

1

SALARY

Negotiable

Job# J653

CL - Business Analyst - Project Lead

About The Opportunity

    Note: • CANDIDATE RESUMES ARE TO BE CLEAR, CONCISE AND NOT EXCEED 3 PAGES IN LENGTH SCOPE OF THE PROJECT:
  • THE DEPARTMENT OF ADMINISTRATION IS SEEKING AN TECHNICAL CALL CENTER MANAGER WITH IVR EXPERIENCE. THE INTERACTIVE VOICE RESPONSE (IVR) MANAGER WILL PLAN, DESIGN, TRACK, AND MODIFY IVR-ENABLED TELECOMMUNICATIONS SYSTEMS TO MEET THE NEEDS OF AGENCY. IN ADDITION TO MANAGING THE IVR, THE TECHNICAL CALL CENTER MANAGER WILL OVERSEE THE CALL CENTER TECHNICAL FUNCTIONS AND REPORTING.

Job Description

    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

    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.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.

Duration

12 Months

Please Contact me to discuss the hiring process!

Sushil Singh

Sr. Executive Recruiter
Contact: (310) 929-8421 Ext: 107
Email: sushil.singh@staffactory.com

Hi! My name is Sushil Singh. Helping consultants with getting their desired job is what makes me feel alive. I build a unique relationship with each of my consultants and work on their profile as per their needs. I believe that my consultants are my assets and this motivates me to serve them in an even better manner. Hence, I work towards the success of every consultant I work with.