C2H - IT Call Center Operations Analyst (Business Operations)

Description: IT Call Center Operations Analyst (Business Operations) LOCATION: Starting remote with the possibility of coming in office located in at xxxx (MN-PLYMOUTH-6150 TRENTON LN N -55442) PROJECT: Omni Express Migrations and Node Decommission Analysis. Research and assessments of business users on the VCC telephony platform for readiness to migrate them to our new Omni telephony platform. IDEAL BACKGROUND: Healthcare, call center, Genesys, call center reporting tools. What experience will set candidates apart from one another? Communication skills very personable and professional. TEAM STRUCTURE: 5 team members all similar Business Operations. INTERVIEW PROCESS: a. How many rounds? 2 b. Video vs. phone? Phone c. How technical will the interviews be? Very little Is this person a sole contributor or part of a team? Part of a team If so, please describe the team? (Name of team, size of team, etc.) Team size 5 What are the top 5-10 responsibilities for this position? (Please be detailed as to what the candidate is expected to do or complete on a daily basis) Facilitate discussions between business and IT teams to screen for Express migration opportunities Research existing agent populations and engage to influence migration to Omni from VCC Performing conceptual, data and gap analysis to provide recommendations resulting in business process improvements Partnering directly with business leaders to help them best leverage the Genesys operational tool set Partnering with technical teams to triage and provide oversight to technical issue resolution Ongoing daily support of voice/data activities, operational issues, and key KPI's What software tools/skills are needed to perform these daily responsibilities? Experience with MS Power Point, MS Excel, MS Word, Sharepoint, and Visio Knowledge of/experience with Business Intelligence tools such as Tableau, Power BI, etc. What skills/attributes are a must have? Contact Center experience within a large enterprise environment Strong communication and organizational skills What skills/attributes are nice to have? Familiarity with Genesys call center tools Of the required skills listed, which would you consider the top 3? Please list your expectations regarding years of experience for each requirement. Communication and collaboration between business and IT 2 or more years' experience in call center leadership or call center support positions. Experience with MS Power Point, MS Excel, MS Word, Sharepoint, and Visio Where is the work to be performed? (Please list preferred Client facility, if other please specify i.e. remote work, rural, etc.) Remote is OK - Twin Cities area resident preferred What are the work hours? (ex. 9am-5pm, day/night shifts, rotating shifts, etc) 8AM-5PM CT What type of interview process is preferred? (Face to face, phone, Skype, or a combination of the three) Phone