Specialist, Call Center (Job #1122)

Job Description:
Duties & Responsibilities

Monitor key call center systems to look for alarms or call delivery failures and open trouble tickets with the appropriate Vendor for resolution. Systems include Avaya Converged Network Analyzer, Empirix VoiceWatch, Avaya CMS, and other vendor provided tools
Open trouble tickets to internally track and manage issue resolution
Maintain key contacts list for all XM Call Center Vendors, Technology Providers, Key Personnel and Partners and perform notifications of issues and resolutions as determined by the severity of the incident
During call center incidents, work with Carrier to invoke alternate call plans to ensure business continuity in the call center(s)
Administer call routing allocation changes to XM?s ACDs for delivery of contacts to XM?s call center agents
Track all reported troubles by technology component or vendor and provide reports to Management
Administer Avaya and Genesys LC Users and minor configuration changes
Document Release Notes for Telephony & IVR Releases
Run daily, weekly, and monthly reports and develop consolidated reporting package for Management
Escalate and facilitate resolution of issues across XM?s multi-vendor Call Center Operation as required to ensure compliance with Service Level Agreements (SLAs)
Assist XM in identifying trends in its operation by looking at trouble ticket reports and make recommendations to Management for improvements
Provide special project assistance as needed
Participate in User Acceptance Test Case execution for key Call Center technology improvements
Assist with establishing Command Center procedures
Work nights, weekends and holidays (as required)
Other duties as assigned


Supervisory Responsibilities

This position has no fixed supervisory responsibilities


Education and/or Experience

BA/BS Degree and/or equivalent combination of education and experience
Prior help desk experience in a large call center environment or business analytics experience within a mission critical Call Center environment preferred
Experience with Avaya or Genesys Administration preferred
Experience with web services and self-service environments preferred
Experience with IVR systems preferred


General Skills

Must posses excellent communication (written and verbal) and organizational skills
Interpersonal skills and ability to interact and work with staff at all levels
Ability to handle multiple tasks in a fast paced environment
Willingness to take initiative and to follow through on projects
Strong verbal and written communication skills
Ability to interpret and analyze report data and comfortable making improvement recommendations
Ability to work independently or in a team environment as either a team member or team leader


Computer Skills

Microsoft Applications (Word, PowerPoint, Excel, Access)
Remedy TMS
Call Center technology:

Avaya ACD
Aspect WFM
Witness QA
Genesys CTI


Equal Opportunity/Affirmative Action Employer M/F/V/D

Searchable Keywords: Specialist, Call Center (Job #1122) / gj-mo

Minimum Education Required: Bachelor

Expected Travel Time: None