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Call Center Analyst – Technologies and Projects
Ref No.: 16-12458
Location: Boston, Massachusetts
Seeking an experienced call center professional to help them implement, document and create training on new and existing call center technologies used by call center agents

Responsibilities:
•Assist in implementing projects for call center systems
•Participate in system planning
•Ensure deadlines and are met
•Maintain required project documentation
•Create new training materials, train staff on new system

*Participate in on-call TECH on Duty rotation that includes working 1 day every other month to do Microsoft Patches on critical servers

​Qualifications:
•Previous experience in working as a call center agent or supervisors 2+ years

- Work experience 5- 10 years
-Understand call center technologies and procedures
•Strong project management skills
•Strong analysis and critical thinking skills
•Deadline and detail-oriented
•Knowledge of training methods and online learning helpful
*Experience working with telephony/ call center agent applications or CRM - preferred.

* Knowledge of Avaya, Aspect or Cisco ACD helpful
* Must be comfortable presenting in front of all organizational levels
*Four year degree; direct experience can be substituted for degree