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Position Applying For:Business Analyst - Project Lead

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  • Business Analyst - Project Lead  | USA-SC-Columbia  |  | 14-APR-21

    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.

    Qualifications

    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.