Contact Center Analyst - Work From Home - Remote

Overview

The Contact Center Analyst will support the operation of the Contact center by understanding and documenting business needs for the routing and management of member and provider calls to the company.

In Short

• Support routing design and management of calls.
• Conduct business process analysis and requirements gathering.
• Develop user stories and functional requirement specifications.
• Communicate with clients and project teams effectively.
• Coordinate product deployments and write release communications.
• Establish strong client partnerships.
• Manage and launch Contact Center infrastructure upgrades.
• Ensure effective performance of the contact center.
• Collaborate across multiple departments.
• Utilize analytical skills for data management.

Requirements

• Strong analytical and quantitative skills.
• Detail-oriented and independent thinker.
• Experience with Call Center or Contact Center Software.
• Collaborative team player.
• Software Project Management experience.
• Excellent written and interpersonal communication skills.
• Proficiency in Microsoft Outlook, Excel, and Word.

Benefits

• Confidentiality of information according to EEO guidelines.