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

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