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Telephony Routing Analyst

Eingestellt von e-resourcing Limited

Gesuchte Skills: Design, Support

Projektbeschreibung

Telephony Routing Analyst
Main location: Hasselt

Mission
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.

TASKS LIST

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, conduct root-cause analysis and coordinate efforts of internal departments and vendors to ensure proper Call Routing, IVR and CTI data passage.
Act as a key role in the control of the Customer Care call routing cost position by ensuring that the department is always running at optimal levels of efficiency and in the most cost effective way: 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.
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.
Compile financial and KPI information of the Customer Care function including forecasts, budgeting figures.
Responsible for performance related reporting to Customer Care Management to facilitate financial and operational control of the function.
Responsible for leading and coordinating tasks of Customer Service Manpower PlannersUser administration: Ensure all end-users in multiple business units across multiple locations are correctly configured and maintained.
Prepare analysis based on historical data from the CC Tools (IVR, Call routing, workforce management tool ) and bring advise on necessary action plans to positively manage and influence the CxO service & financial position, budget and service level in order to ensure adherence to budget and the achievement of departmental targets.

skills
Sound knowledge of the business processes within the internal departments.
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.
Flexible approach to work is an absolute pre-requisite.
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.

Background
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

Projektdetails

  • Einsatzort:

    Limburg, Belgien

  • Projektbeginn:

    asap

  • Projektdauer:

    Keine Angabe

  • Vertragsart:

    Contract

  • Berufserfahrung:

    Keine Angabe

Geforderte Qualifikationen

e-resourcing Limited