Call Center Systems Analyst
Syracuse, NY
JOB ID: 16035
JOB CATEGORY: Corporate Opportunities
POSITION TYPE: Regular Full-Time
Overview
Were looking for a Call Center Systems Analyst to join our Contact Center team in Syracuse, NY. In this role, youll manage and maintain data across our various Contact Center software applications and call management systems. Youll serve as the technical liaison between application users and customer care stakeholders, ensuring smooth system performance and effective communication. This position also involves developing and maintaining reporting standards, as well as creating or supporting the creation of technical solutions that enhance our operations.
Responsibilities
Leverages knowledge of artificial intelligence (AI) tools and technologies to support Contact Center and Field initiatives, enhance process automation, and contribute to data-driven decision making
Provides ongoing support for Contact Center software applications: workforce management, on-call system, PBX/ACD, call recording and related processes
Provides ongoing support for the Company call management processes: hosted IVRs, service location telephone & recording systems and automated prompts and announcements resident in those and central support telephone systems
Provides analysis of operations problems and coordinates implementation of corrective measures
Performs system administration on configurations, contact center agent system, telephone logons, agent skills, functions and team assignments
Consults with and assists in the data maintenance of field locations and on call personnel records
Analyzes and recommends system exploitation techniques and enhancement recommendations
Designs, tests and implements procedure additions and changes and assists in the documentation and communication of those and existing procedures
Mentors co-workers to develop knowledge of call center business applications
Develops current and future state process flow diagrams and related process documentation
Provides project management leadership for system upgrades and implementations
Reviews, analyzes, and evaluates requirements and proposes solutions for application customization requirements
Provides formal and informal application training
Performs testing functions including building test cases and plans, executing tests and reporting results
Ensures adherence to contact center standards, methods, policies and guidelines
Why join the Suburban Propane team Because we care about the physical, mental, and financial wellbeing of our employees and provide them with competitive pay plus incentive potential and an outstanding benefits package including:
Medical, dental, and vision (eligibility after just 30 days of employment)
Paid time off that increases with tenure
A 401(k) with company match and immediate vesting
A new employee training program and many opportunities for continued learning and career development
Disability and life insurance
Employee recognition program
Generous tuition assistance program
Propane discounts
$62,354 $65,000 (dependent on experience)
Qualifications
Strong business analytical and documentation skills
Proficient in MS Word, Excel, Visio and Access
Excellent verbal and written communications skills
Ability to work in a fast-paced and dynamic environment
Experience assisting in the management and support of several platforms/systems throughout the Contact Center, in addition to assisting with ECE (i.e. Zoom, Avaya, Citrix, Outlook, CallMiner,etc.)
Possess the ability to communicate effectively with both business and technical staff and convey complex ideas both verbally and in written form
CLZUU DOMUU SK111 SK222 SK333 SK444 SK555 SK666
