Operations Support (Closed)
SkillStorm is seeking an Operations Support for our client in Addison, TX OR Charlotte, NC OR Newark, DE. Candidates must be able to work on SkillStorm's W2; not a C2C position. EOE, including disability/vets.
Job Description:
- 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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