Job Details
Additional duties include the following:
- Manage vendors to ensure agreed upon scope, deliverables, and service level agreements
- Manage cross team dependencies, and coordinate cross-team initiatives to address issues
- Create new agent phones within a Cisco Hosted Collaboration Environment
- Act as liaison for all IT projects between Customer Care Center leadership and IT
- Assign and Manage UCCE Precision Queues to maximize efficiency and effectiveness
- Coordinate UAT for any future releases and enhancements
- Assist with day to day technical issues with the Cisco collaboration environment
- Own the daily management of the Hoopla employee engagement system
- Create and manage system user profiles including access limitations and display settings
Job Requirements:
- Bachelor s degree required in Business Administration, Computer Science, Analytics, or related field preferred
- Superior data analytic skills and other statistical techniques (correlation, cluster, multivariate)
- PMP certification
- High level of proficiency within Excel/ Access or similar tools
- Calabrio, Cognos, and Tableau experience desirable
- CCNA certification preferred
- CompTIA Network+ certification preferred
- Ability to work in a fast-paced, dynamic environment
- Strong influencing and internal customer service skills; intermediate presentation skills
- Must be able to effectively manage multiple high profile projects at one time
- Proficiency with the analysis of contact service operations, VoIP call workflows, and a deep knowledge of a branded VoIP system such as Cisco, TalkDesk, Five9, NICE etc.