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Operations Support (Closed)

SkillStorm is seeking an Operation Support Specialist for our client in Addison, Texas. Candidates must be able to work on SkillStorm's W2; not a C2C position. EOE, including disability/vets.

Position Summary:

  • Responsible for day to day analysis, research and resolution of application issues reported by line of business end users.
  • Gathers information and escalates problems/concerns to appropriate client areas (2nd level support)
  • Communicates to end users outstanding issues and provides ETA.
  • Develops reports that supports operations and continuous improvement
  • Provides system administrative support to include the following
  • Manage additions, deletions and moves for all agents and system users.
  • Creates user profiles (controls, defines level of user access).
  • Creates customized public interaction, evaluation and package queries
  • Creates recording/scheduler rules.
  • Form creation
  • Participates in ongoing deployment testing
  • Serves as subject matter expert for ongoing projects and initiatives supporting the application.
  • Provides guidance to end users regarding procedural, technical and/or operational changes

Required Skills:

  • Excellent oral and written communication skills
  • Advanced MS Excel knowledge
  • Proficient in SQL programming
  • Customer/Client Focused
  • High degree of accuracy and pays attention to detail
  • Highly organized with ability to manage time efficiently

Desired Skills:

  • Ability to work under pressure; able to manage multiple tasks and changing demands with minimum supervision
  • Flexible and proven ability to demonstrate a positive attitude; strong interpersonal skills and able to work across the organization with several LOB’s
  • Ability to analyze data, identify gaps and implement action plans to drive required results to improve call recording solutions
  • Resourceful, creative and able to build networks internally and externally to facilitate problem resolution
  • Sound working knowledge of MS Word and Power Point
  • Demonstrated ability to create a positive and supportive working environment
  • 2 years of call center or comparable industry experience
  • Working knowledge of NICE Systems suite of products and applications

#LI-DNI

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All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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