WI3661871

1

Bachelor's Degree

Bachelors Degree

Unspecified

40

JOB REQUIREMENTS: Job Description Job Summary: The Technology Analyst is
responsible for assessing and analyzing technology systems and processes
to ensure efficient and effective operations within the call center
environment. The analyst evaluates and optimizes technology solutions,
identifies areas for improvement, and provides recommendations to
enhance customer service, productivity, and overall performance.
Responsibilities: Evaluate and maintain existing call center technology
systems, including customer relationship management (CRM) software,
CCaaS (Call Center as a Service) platforms, agent productivity tools,
and workforce management tools, identifying gaps and opportunities for
improvement. Assess call center workflows, procedures, and protocols to
identify areas for optimization, automation, and standardization.
Streamline processes to improve call handling, resolution time, and
customer satisfaction. Collaborate with IT teams, business owners and
vendors to implement and integrate new technologies, software upgrades,
and system enhancements. Ensure smooth deployment, test solutions, and
provide training and support to call center staff on new systems.
Perform technical and administrative support tasks to ensure hardware
and software programs are implemented and operating correctly across the
company network, systems, and end-users following the established
approval process. Prepare regular reports, dashboards, and documentation
to communicate call center performance, technology-related metrics, and
recommendations to management. Present findings and recommendations to
stakeholders as needed. Develop and aid in projects following
established methodology. Gather requirements, create project
documentation, plan, execute, monitor, and complete projects. Must be
organized and provide clear communication to key stakeholders and
business owners. Review and present technological upgrades to business
partners; once new or enhanced functionality has been released, you will
analyze and test new features and help guide your business partners on
using new functionality Serve as the technical subject-matter expert of
business processes and provide guidance to Contact Center teams and
Leadership to effectively develop and deploy solutions. Troubleshoot
technical problems, provide guidance on system usage, and facilitate
timely resolutions. Work closely with business partners to document
needs systematically, translate into requirements, risks, and priorities
to review viable solutions, test new functionality, and track
post-implementation results Qualifications: Bachelor\'s degree in
business, information technology, or a related field Prior experience in
call center operations or technology analysis within the hospitality
industry is preferred. Familiarity with call center technologies such as
CRM systems, call routing software, IVR, workforce management tools, and
telephony systems. Proficiency in\... For full info follow application
link. \*\*\*\*\* APPLICATION INSTRUCTIONS: Apply Online:
ipc.us/t/B0D8F2D5B7214808