Call Flow Analyst III in San Antonio, TX at APEX Systems

Date Posted: 7/13/2018

Job Snapshot

Job Description

Job #:  863904

Responsibilities:

•  Performs moderately complex analyses of business goals, objectives, and needs of the general business environment related to Contact Center Operations and Contact Flows. 

•  Plans and designs business processes and makes recommendations and changes in order to improve and support business activities. 

•  Utilizes systems and data to resolve business issues in the most effective and productive manner.

•  Prioritizes business and project requirements.  Defines project purpose and cost/benefit analysis for various initiatives and projects.  Enacts project planning and management to balance project resource, timeline, and scope.  Provides thorough communication internally within the department and externally to the rest of the business.  Provides functional expertise to one or more business areas.  Defines and documents process flows.  Facilitates testing and quality assurance.  Facilitates end user training.  Helps establish framework for business operations reports for various functional areas.  Owns and manages all business operations reporting.  Runs with business operations and analytics needs as pertaining to: current projects and initiatives, ad hoc information requests, CORE requests, communication plans around projects and initiatives, new data center builds as needed, data center expansions, as needed, business case development for tools and resources.  Oversees and owns document management initiatives.

Required Skills (and years of experience):  TOP 5 SKILLS NEEDED

•  Experience with Contact Center technology, standards and best practices (5 yrs  working exp minimum)

•  Experience with Telephony systems, designing and building reports, contact flows, systems for data analyzation ( 5 yrs working exp minimum)

•  Experience building recommendations off of data analyzation, recognizing patterns and trends for strategic planning (5 yrs working exp minimum)

•  Experience working with business leaders to establish policies and procedures ( 5 yrs working exp minimum)

•  Experience with project and task management software (5 yrs working exp minimum)

 

Preferred Skills: (NICE TO HAVES)

•  Familiarity with Amazon Connect

•  Knowledge and experience using Python

 

Required Soft Skills:

•  Excellent verbal and written communication

•  Organizational and task prioritization

 

How will the performance be measured?

•  Execution of tasks in a timely manner

•  Quality of work

•  Feedback from team and business leaders

 

Education Requirement:

•  Bachelor’s Degree

 

If interested in this position, please send your resume to Jaryd Hodgson at jhodgson@apexsystems.com

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