Business Analyst III

Waste Management is the leading provider of comprehensive waste management services to approximately 25 million residential and 2 million commercial customers nationwide.   Job SummaryAdministers, analyzes, and/or supports technology systems at the Customer Service Center at the highest technical level, and provides technical direction and recommendations to improve utilization. 

 Essential Duties and Responsibilities  To perform this job successfully, an individual must be able to perform the essential duties satisfactorily.  Other minor duties may be assigned and may vary by department. 

 

? Serves as the primary interface with management and field regarding ACD functionality.

? Provides ongoing maintenance and upgrades of systems within the CSCs.

? Manages all routing plans.

? Develops robust disaster management plans.

? Creates plans for sister-site linkage and virtual networking.

? Works with IT to track and reduce technology and telephone costs.

? Administers IVR options and capabilities across sites in order to reduce cots and maximize usability.

? Develops plans for marketing current on-line capabilities.

? Conducts sites and technology audits for consolidation efforts.

 

Education and Experience 

Required: Bachelor?s Degree, or equivalent experience, in Computer Science, MIS or similar area of study, and 3 to 5 years of previous experience in call center telecommunications

 

Preferred: Call Center technology experience

 



Other Knowledge, Skills or Abilities Required 

Requires in depth skills in general IT and telecom knowledge and project/vendor management skills.

Familiarity with routing systems and theory/concept

Ability to travel up to 50%

 

Waste Management offers an EXCELLENT compensation package, an exceptional health insurance package, a phenomenal 401K program, and an Employee Stock Purchase Plan. 

 

We are an Equal Opportunity and Affirmative Action Employer.