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Telephony Routing Analyst

Eingestellt von e-resourcing Limited

Gesuchte Skills: Design, Support

Projektbeschreibung

TELEPHONY ROUTING ANALYST

As the subject matter expert on core call routing and IVR system functionality the Telephony Routing Analyst is responsible for managing the telephony system within Customer Experience & Operations and Retail organisation as a whole across the various sites (Hasselt, Liège, Ghent). He/she monitors call routing and makes necessary adjustments as required by achieved service levels and operational needs on a daily basis. In addition, he/she is responsible for the user administration. Finally, he/she actively seeks for operational improvements of IVR and call routing to optimize the customer experience and improve cost efficiency.

TASKS
Monitor day-to-day call routing and IVR logic for all departments to detect possible call routing failures, invalid message scripts, and ensure overall call routing efficiency. Troubleshoot issues, and coordinate efforts of internal departments and vendors to ensure proper Call Routing, IVR and CTI data passage
Identify call routing opportunities and develop road maps required to support evolving business and operating models. Collaborate with IT teams to design and implement new solutions, maximize operating efficiencies and reduce cost.
Translate business concepts into functional reality and implement Call Routing and IVR solutions.
Design, document, test, implement and maintain Call Routing and IVR configuration, business routing logic and strategies for multiple business units across multiple locations.
User administration: Ensure all end-users in multiple business units across multiple locations are correctly configured and maintained.

YOUR PROFILE
Minimum bachelor's) degree or equivalent combination of education and work experience
At least 4 years' experience in a similar role
Familiarity with Contact Center Infrastructure and CTI systems such as Interactive Intelligence, Genesys, Avaya or Cisco.
Familiarity with CRM systems especially Salesforce.
Affinity with Windows 7, 8, server 2008
Strong understanding of current technology and the ability to learn new technologies quickly.
Experience with project and cross-functional team coordination within multiple application environments.
Strong analytical and problem solving skills.
Ability to take initiative and be proactive in proposing solutions and identifying/avoiding problems.
Possess thorough understanding of business analysis techniques and tools as they relate to IVR and CTI applications.
Strong communication skills (written and verbal in NL, FR and EN) for information gathering and the ability to interact with various levels of management.
Ability to handle multiple tasks, set priorities, schedule and meet deadlines.
MS Office Professional including Word, Excel, PowerPoint and Visio.
Problem solving skills: Adept in responding to new information, shifting priorities, changing conditions, and unexpected obstacles.
Strong communication and integration skills: Ability to train, and ability to effectively communicate with internal customers including listening, asking relevant questions, giving appropriate guidance and feedback.
Demonstrate ability to reason logically and provide effective solution to complex problems. Make quality decisions based on facts and business priorities.

Projektdetails

  • Einsatzort:

    Limburg, Belgien

  • Projektbeginn:

    asap

  • Projektdauer:

    Keine Angabe

  • Vertragsart:

    Contract

  • Berufserfahrung:

    Keine Angabe

Geforderte Qualifikationen

e-resourcing Limited