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Call Center Business Systems Analyst

Location : Norfolk, VA
Job Type : Direct
Hours : Full Time
Required Years of Experience : 2
Required Education : BS
Travel : No
Relocation : No
Job Industry : Banking - Financial Services

Job Description :

Call Center Business Systems Analyst


 


Responsibilities:


·         Support and maintain all Call Center Systems including researching and resolving problems or process flaws, 


          perform scheduled activities, and recommend solutions or alternate methods to meet requirements


·         Function as the technical point of contact for functional areas and assist subject matter experts with ensuring  


         data integrity, testing of system changes, reporting, and analysis of data flow for process improvement 


         opportunities


·         Assist in review, testing and implementation of all Call Center system testing and patches


·         Recommend process or customer service improvements, innovative solutions, or policy changes to leadership


·         Write, maintain, and support a variety of reports and queries utilizing reporting tools; assist in the development 


          of standard reports


·         Assist in maintaining data integrity in systems by running queries and analyzing data


·         Develop user procedures, guidelines and documentation


·         Train clients on new processes or functionality


·         Maintain awareness of trends in Call Center Technology with a focus on product and service development, 


          delivery and support, and applying technologies


Required Qualifications :

Requirements:


·         Bachelor’s degree


·         2-4 years of Call Center Systems experience working with IVR/ACD, Dialer, QM and WFO


·         Understanding of Call Center processes and data


·         Understanding of database design, structure, functions and processes; and experience with database tools


·         Knowledge of MS Excel, Word, and PowerPoint


·         Strong written and verbal communication skills


Skills :
Dialer IVR
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