客服中心分析师 - 远程办公
Contact Center Analyst - Work From Home
联系中心分析师将通过理解并记录会员和供应商电话的路由和管理业务需求，支持联系中心的运营。该职位将支持路由设计、测试、新旧功能分析、第三方应用程序与联系中心的集成，并确保联系中心基础设施的有效性和高可靠性，以满足业务目标和需求。
职责包括但不限于：
- 进行业务流程分析和需求收集会议
- 为整合的联系中心网页应用开发用户故事和功能需求规范
- 通过电子邮件和电话会议与客户和项目团队清晰沟通
- 协调产品部署并撰写发布说明
- 通过建立和推广强大的客户合作关系，确保协作成果
- 负责联系中心基础设施升级、变更和新功能的成功定义、测试、管理和发布
- 需具备出色的分析和量化技能以完成工作。
- 必须注重细节，具有独立思考能力，并有很强的组织能力，以处理部门所报告和分析的大量数据。
- 有呼叫中心或联系中心软件经验。
- 具备良好的团队合作精神，能够有效跨多个部门和公司层级工作。
- 软件项目管理
- 优秀的书面和人际沟通能力
- 必须熟练使用 Microsoft Outlook、Excel 和 Word
所有信息将根据 EEO 指南保密。
在 Avila Dental，您将感受到真正的家庭氛围和归属感。我们努力通过提供诊室内的舒适环境和一流的服务，让您的就诊尽可能愉快和便捷。您在 Northgate 的牙医 Dr. Bello 承諾只使用最新技术和先进方法，让您带着迷人的微笑离开。
最初发布于 Himalayas
查看英文原文
The Contact Center Analyst will support the operation of the Contact center by understanding and documenting business needs for the routing and management of member and provider calls to the company. This person will support routing design, testing, analysis of new and existing capabilities, integration of third party applications to the contact center, and generally ensure the effective and highly reliable performance of the contact center infrastructure in meeting the business’ goals and objectives.
Responsibilities include, but are not limited to:
Conduct business process analysis and requirements gathering sessions
Develop user stories and functional requirement specifications for consolidated Contact Center web applications
Clearly communicate with clients and project teams via email and conference calls
Coordinate product deployments and write release communications
Ensure collaborative outcomes by establishing and promoting strong client partnerships
Responsible for the successful definition, testing, management, and launch of Contact Center infrastructure upgrades, changes, and new features
- Strong analytical and quantitative skills are essential to execute the job.
- Must be detail-oriented, an independent thinker and have very strong organizational skills to manage the volume of data which is reported upon and analyzed by the department.
- Experience with Call Center or Contact Center Software.
- Collaborative team player, with the ability to work effectively across multiple departments and levels within the company.
- Software Project Management
- Excellent written and interpersonal communication skills
- Proficiency in Microsoft Outlook, Excel, and Word is a must
All your information will be kept confidential according to EEO guidelines.
At Avila Dental, you will experience a genuine sense of family and belonging. We strive to make your visit as pleasant and easy as possible by providing in-office comforts and first-class services. Your dentist in Northgate, Dr. Bello, is committed to only using the latest technology and most advanced techniques, so you leave with a stunning smile.
Originally posted on Himalayas