Verizon Sr Analyst-Sys Anly & Prg in Lake Mary, Florida
What you’ll be doing...
Execute on strategic plans that support the organizational goals for intelligent call routing structures utilized by Financial Services and drive call center efficiencies.
Administration, management and monitoring of critical call center technology for projects related to intelligent call routing from Initiation to Implementation of Cisco ICM and ACDs for Verizon bill to cash workgroups.
Ensure call routing recommendations provide a positive ROI prior to development and deployment.
Manage Business Case development and projects from Initiation to Implementation.
Assist in Issue Resolution, Project management; and root cause identification, solution validity and timely resolution.
Assist the field staff and answer system questions and address all call routing issues that are identified.
Support Staff as an “on-call” point of contact for Call Center Technology Team.
Work with departmental key stakeholders and cross-functional groups (management, team leads, SMEs, etc.) to identify opportunities for improving process and daily operations.
Submit and tracking all system routing changes, update and new user requests (e.g. new access, transfers, deletions).
Conduct call routing health and performance checks and ensure routing is behaving as designed.
Improve service and performance metrics; monitor service level adherence, and call abandonment rates.
Serves as single point of contact for all Customer Financial Services call routing questions, issues, requests.
Builds and maintains strategic relationships with business unit leaders and stakeholders.
Builds and maintains strategic relationships with key IT partners.
Investigates trouble reports and champions escalations with IT on behalf of the CFS business units.
Partners with business unit leaders and stakeholders to determine scope and timeline of projects.
Negotiates with other organizations on the proper alignment and prioritization of formal projects.
Negotiates with partners to reprioritize work to meet constantly changing business objectives.
Develops and validates call routing strategies that align with the overall resource management strategy.
Develops methods of integrating business unit objectives , especially when these objectives conflict or appear mutually exclusive.
Creates and maintains technical requirements and documentation for projects and routine requests.
Services as project manager for planning and implementation of small and medium sized technical projects for call routing, systems integration, and other call center systems.
Conduct insightful, ad hoc analyses to investigate ongoing or one-time operational issues.
Supports issues and troubleshooting of Cisco ICM, ACDs, and IP Communicator.
Supports Real Time Holiday routing updates.
Understand and communicate the financial and operational impact of any changes.
Propose changes to senior management using analytics that support your recommendations.
Analysis and interpretation of call routing logs, calling patterns, error reports, etc. to identify and correct routing gaps.
Supports other divisions within Finance with call routing questions, issues, requests, and projects.
Validates all ICM and ACD changes for accuracy and completeness.
Routinely conducts UAT and feature testing for IVR and call routing projects.
Identifies and implements opportunities for improvement with little to no supervision.
Identifies problems with embedded routing and partners with ITNUC to correct routing issues.
What we’re looking for...
You'll need to have:
Bachelor’s degree or four or more years of work experience.
Three or more years of relevant work experience.
Experience with Cisco ICM, Cisco CCMP, UCCE and ACD systems administration, or related system.
Willingness to travel 25% or less
Even better if you have:
Five or more years of call center experience.
Resource Management experience.
Analytical and reporting skills.
Experience in Microsoft Office applications.
Interpersonal communications skills.
Time management and prioritization skills.
Knowledge of IVR and Ayava Call Routing administration.
Leadership/supervisory and project management experience.
When you join Verizon...
You’ll have the power to go beyond – doing the work that’s transforming how people, businesses and things connect with each other. Not only do we provide the fastest and most reliable network for our customers, but we were first to 5G - a quantum leap in connectivity. Our connected solutions are making communities stronger and enabling energy efficiency. Here, you’ll have the ability to make an impact and create positive change. Whether you think in code, words, pictures or numbers, join our team of the best and brightest. We offer great pay, amazing benefits and opportunity to learn and grow in every role. Together we’ll go far.
Equal Employment Opportunity
We're proud to be an equal opportunity employer - and celebrate our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Different makes us better.
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