Sr. Call Center Analyst
RESPONSIBILITIES:Kforce has a client that is seeking a Sr. Call Center Analyst in Boston, MA.Responsibilities: Prepares ad hoc and scheduled call center metric reports and analyses Provides Tier-2 and Tier-3 support for all PBX maintenance and technical support issues to include all voice adjunct systems Creates comprehensive work and call flows utilizing Call Vectoring, Vector Directory Numbers (VDN), and skills/split based routing configurations Documents the customer journey in all call center scenarios, including change requests and trouble resolutions Interfaces with patient facing Welcome Center team management for call center telephony solutions Works with Network Engineering team to troubleshoot network issues related to voice technologies Provides backup to Technical Services Coordinator for call accounting system programming and reporting Utilizes ServiceNow and Aware centralized ticketing systems Provides 24-hour on-call support for Telecommunications on a rotating basis Maintains confidentiality at all timesCRITICAL SKILLS: Bachelor's degree in Telecommunications, IS, or equivalent combination of education and background 3-five years background with administration, programming, and troubleshooting of Avaya Communications Manager telephony systems including G350/450, Aura Messaging, CMS, CMS Supervisor, Elite, AES, and AWFOS Avaya Telephony certifications are desired Proven background supporting a mid-large call center environment Background working with Customer Relationship Management (CRM) platforms (e.g. Salesforce) Proficient with Microsoft suite of office products (Excel, Ms word, PowerPoint, and Visio) Must be able to work unaided as well as within a team and follow through on tasks with minimal supervision Thorough knowledge of VoIP, SIP, Call Detail Record (CDR), Call Recording, and softphone technologyKforce is an Equal Opportunity/Affirmative Action Employer. All candidates who are qualified will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
September 14 on Professional Diversity Network