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Contact Center Analyst

Job Description Contact Center Analyst / Remote Workers Remote Flexible Jobs (remoteflexiblejobs.com) is now seeking a Contact Center Analyst that 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 Assist in method definition for API integration to third party 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 Work collaboratively with PMO, Design, IT, Development, QA, and Business Analysis teams Develop and drive QA/UAT testing Responsible for the successful definition, testing, management, and launch of Contact Center infrastructure upgrades, changes, and new features Minimum Qualifications/Requirements: Bachelor's degree in Computer Science, Business, or Marketing. Other disciplines or experience substitutions maybe considered. 3-4 years of experience in a BA role with increasing responsibility Has written user stories Experience with Call Center or Contact Center Software, including Avaya products, IVRs, sentiment analysis systems, etc. Integration experience with third party applications Requirements gathering, data modeling, API integration, and specifications for new web applications Relational databases and SQL query tools. Specific experience with Contact Center specific data tools like Oracle EOM. QA use cases, QA testing, and Bug Tracking tools Software Project Management Excellent written and interpersonal communication skills Proficiency in Microsoft Outlook, Excel, and Word is a must Scheduled Weekly Hours Pay rate: $52,000 - $65,000 per year To Become An Agent Apply and register today at Link Removed and select the Remote Customer Service Job Network. Please contact our office staff at 1 405 633 0079 if you have further questions. Job Requirements Manage call center representatives and call performance Perform call center follow-up Perform other call center duties Prepare call center performance reports Report daily call center stats Assist with supporting call-center Selling services to consumers who call the call center Maintain call center database by entering information on every call Provide support for call center agents on escalated calls Provide backup call center management Plan for call center technologies Receive inbound calls from customers Impacting call center performance to management Lead an exceptional call center team Manage the daily call center operations Resolve inbound customer calls regarding account Maintain call center database by entering information Define inbound call readiness state Processing customer transactions in a call center environment Maintain call center database by recording call outcomes and disposition

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