Contact Center Analyst

3 weeks ago

Atlanta, United States GeorgiaGov Full time

The Team Georgia Marketplace initiative continues to grow with the addition of this Contact Center Analyst position. We are seeking an individual with strong technical PeopleSoft and customer service skills lead the day to day efforts of analyzing customer business needs and issues. This role also extends into tracking and control of resources and staffing for the help desk, working under minimal supervision and serving as an expert assigned area.

Job Responsibilities :

Analyzes customer business needs and participates in the planning, design and implementation of new or enhanced systems Analyzes information to determine nature and extent of customer’s requirements and concerns Develops and/or executes change management plans for transition to new systems Consults with vendors or technical staff to insure that functionality of automated system is consistent with adherence to laws, regulations, and best practice standards by users Documents business processes for users of new or upgraded system Tests or coordinates testing of new installations or upgrades Assists in the development of standards and procedures for use in new or enhanced existing systems Provides customer support in the maintenance of systems Administers training for business users Participates in evaluation of new technologies or solutions to improve service and efficiency of systems Researches and analyzes system/user problems by applying a variety of analytical and research techniques Participates in the establishment of standards and procedures to be used in the development of systems

Technical Competencies

Ability to research, analyze information and make recommendations Ability to determine function needs and system requirements Ability to develop solutions based on analysis Ability to evaluate existing systems and understand their structure and component parts Knowledge of applications and inter-relationships with programs and/or systems Ability to prepare models, diagrams and layouts Knowledge of business processes Ability to apply standards and methodologies Knowledge of customer needs and business requirements Ability to analyze system and data to determine extent of problem or error Ability to work with other IT units/staff to diagnose problem Ability to obtain client information by answering telephone callsin a call center environment, interviewing customers and verifying information. Ability to document customers inquiries and escalate customer’s additional needs through a Customer Relations System (CRM) Ability to inform customers by explaining procedures, answering questions and providing information. Able to maintain and improve quality results by adhering to standards and guidelines as well as recommending improved procedures. Updates job knowledge by studying new product deployments and participating in educational opportunities.

Required Skills

Excellent verbal and written communication skills Ability to actively listen, comprehend customer’s needs and accurately deliver information\ Superior customer service skills Ability to multitask with a strong attention to detail Ability to project and maintain a professional demeanor in a call center environment

This position may require some travel.

Completion of a pre-employment background check is required .

DOAS participates in a hybrid work environment and

MINIMUM ENTRY QUALIFICATIONS:

·Associate's degree in a related field from an accredited college or university

·OR Two years of experience at the lower level Help Desk Analyst 1 (ITP150) or position equivalent.

Note: An equivalent combination of education and job specific experience that provided the knowledge, experience and competencies required to successfully perform the job at the level listed may be substituted on a year-over-year basis.

Experience working with PeopleSoft Financials

Experience using a cloud based application such as CRM, ACD call platform

Applications accepted at Team Georgia Careers

This position is subject to close at any time once a satisfactory applicant pool has been identified.

DOAS is an equal opportunity employer.

Associate's degree in a related field from an accredited college or university OR Two years of experience at the lower level Help Desk Analyst 1 (ITP150) or position equivalent. Note: An equivalent combination of education and job specific experience that provided the knowledge, experience and competencies required to successfully perform the job at the level listed may be substituted on a year-over-year basis.

  • Contact Center Analyst

    2 weeks ago

    Atlanta, United States State of Georiga Full time

    The Team Georgia Marketplace initiative continues to grow with the addition of this Contact Center Analyst position. We are seeking an individual with strong technical PeopleSoft and customer service skills lead the day to day efforts of analyzing cu Analyst, Help Desk, Customer Service, Systems, Application, Technology, Business

  • Contact Center System Analyst

    4 weeks ago

    Atlanta, United States Piedmont Healthcare Full time

    JOB PURPOSE: The Contact Center System Analyst provides operational support and leadership for Contact Center technology, quality and performance monitoring. This position will also administer tools and processes to optimize the quality and efficiency of service delivery. This position responds to requests from various stakeholders across the system and is...

  • Contact Center Supervisor

    1 month ago

    Atlanta, United States Serenity Healthcare Full time

    Job DescriptionJob DescriptionContact Center Supervisor - Onsite **Location: Atlanta-Sandy Springs, GA**Are you ready to lead a team that plays a pivotal role in transforming lives and revolutionizing healthcare? Serenity, a leader in healthcare technology, is seeking a dynamic and mission-driven Contact Center Supervisor. Our mission is to empower...

  • Contact Center Supervisor

    2 weeks ago

    Atlanta, United States Serenity Healthcare Full time

    Job DescriptionJob DescriptionContact Center Supervisor - Onsite **Location: Atlanta-Sandy Springs, GA**Are you ready to lead a team that plays a pivotal role in transforming lives and revolutionizing healthcare? Serenity, a leader in healthcare technology, is seeking a dynamic and mission-driven Contact Center Supervisor. Our mission is to empower...

  • Contact Center Supervisor

    1 week ago

    Atlanta, United States Serenity Healthcare Full time

    Job DescriptionJob DescriptionContact Center Supervisor - Onsite **Location: Atlanta-Sandy Springs, GA**Are you ready to lead a team that plays a pivotal role in transforming lives and revolutionizing healthcare? Serenity, a leader in healthcare technology, is seeking a dynamic and mission-driven Contact Center Supervisor. Our mission is to empower...

  • Contact Center Transformation Consultant

    3 weeks ago

    Atlanta, United States Resolution Technologies Full time

    Contact Center Transformation Consultant Career Opportunity This is an exciting consulting position with our client who is a leader in the field of Contact Center solutions and platforms. This position is focused on owning the customers business case and driving increased adoption and bottom-line ROI value of their solutions. The ideal candidate brings a...

  • Contact Center Portfolio Consultant

    3 weeks ago

    Atlanta, United States Resolution Technologies Full time

    Contact Center Portfolio Consultant Career Opportunity This is an exciting career opportunity with our client, who is a global leader in developing and delivering cutting-edge Contact Center and CCaaS solutions to the corporate market. The Portfolio Consultant role is focused on owning customer business cases and driving increased adoption and bottom-line...

  • Contact Center Portfolio Consultant

    2 weeks ago

    Atlanta, United States Resolution Technologies Full time

    Contact Center Portfolio Consultant Career Opportunity This is an exciting career opportunity with our client, who is a global leader in developing and delivering cutting-edge Contact Center and CCaaS solutions to the corporate market. The Portfolio Consultant role is focused on owning customer business cases and driving increased adoption and bottom-line...

  • Contact Center Portfolio Consultant

    3 weeks ago

    Atlanta, United States Resolution Technologies Full time

    Contact Center Portfolio Consultant Career Opportunity This is an exciting consulting career opportunity with our client who is a global leader in the field of Contact Center solutions and platforms that is focused on owning customers business cases and driving increased adoption and....

  • Contact Center Transformation Consultant

    3 weeks ago

    Atlanta, GA, United States Resolution Technologies Full time

    Contact Center Transformation Consultant Career Opportunity This is an exciting consulting position with our client who is a leader in the field of Contact Center solutions and platforms. This position is focused on owning the customers business case and driving increased adoption and bottom-line ROI value of their solutions. The ideal candidate brings a...

  • Contact Center Transformation Consultant

    3 weeks ago

    Atlanta, GA, United States Resolution Technologies Full time

    Contact Center Transformation Consultant Career Opportunity This is an exciting consulting position with our client who is a leader in the field of Contact Center solutions and platforms. This position is focused on owning the customers business case and driving increased adoption and bottom-line ROI value of their solutions. The ideal candidate brings a...

  • Technical Program Lead

    4 weeks ago

    Atlanta, United States Chick-fil-A Full time

    Overview A Technical Program Lead in the Digital Transformation and Technology (DTT) department is a techno-functional leader responsible for influencing and implementing transformational technical strategies, initiatives, and programs that impact multiple areas of the organization. This role serves on the Support Ecosystem team, whose mission is to enable...

  • Technical Program Lead

    2 weeks ago

    Atlanta, United States Chick-fil-A Full time

    Overview A Technical Program Lead in the Digital Transformation and Technology (DTT) department is a techno-functional leader responsible for influencing and implementing transformational technical strategies, initiatives, and programs that impact multiple areas of the organization. This role serves on the Support Ecosystem team, whose mission is to enable...

  • Node JS Engineer(with Contact Center)

    2 months ago

    Atlanta, Georgia, United States Cognizant Technology Solutions Full time

    Cognizant Technology Solutions is looking for Node JS Engineer (with Contact Center) to join in our team of IT professionals in a permanent role. If you meet our background requirements and skills and are looking for an opportunity with these skills and expertise, here is the ideal opportunity for youLocation-Atlanta, GA, USAApplications for this role will...

  • Contact Center Member Service Specialist

    3 weeks ago

    Atlanta, United States VyStar Credit Unions Full time

    Contact Center Member Service Specialist (Suwanee, GA) page is loaded Contact Center Member Service Specialist (Suwanee, GA) Apply locations Suwannee, Georgia Atlanta, GA time type Full time posted on Posted 3 Days Ago job requisition id R0009415 At VyStar, we offer competitive pay, an excellent benefit package that includes a 401(k) Plan, an extensive paid...

  • Cybersecurity Threat Analyst

    1 week ago

    Atlanta, United States Atem Corp Full time

    Job DescriptionJob DescriptionCybersecurity Threat Sr Analyst - Security Operations CenterQualifications Language Fluency: English (Required) The requirements listed below are representative of the knowledge, skill and/or ability required Bachelor's degree in Computer Science or related field or equivalent education and related training Five years of...

  • Contact Center Member Service Specialist

    3 weeks ago

    Atlanta, United States VyStar Credit Union Full time

    At VyStar, we offer competitive pay, an excellent benefit package that includes a 401(k) Plan, an extensive paid technical and on-the-job training program, and tuition reimbursement--available to all full and part time employees. Part time positions start at a minimum of 30 hours per week. We encourage you to become a part of VyStar Credit Union's family...

  • Contact Center Member Service Specialist

    2 weeks ago

    Atlanta, United States VyStar Credit Union Full time

    At VyStar, we offer competitive pay, an excellent benefit package that includes a 401(k) Plan, an extensive paid technical and on-the-job training program, and tuition reimbursement--available to all full and part time employees. Part time positions start at a minimum of 30 hours per week. We encourage you to become a part of VyStar Credit Union's family...

  • Revenue Cycle Analyst

    3 weeks ago

    Atlanta, United States Shepherd Center Full time

    Shepherd Center, located in Atlanta, Georgia, is a private, not-for-profit hospital specializing in medical treatment, research and rehabilitation for people with spinal cord injury, brain injury, stroke, multiple sclerosis, spine and chronic pain, and other neuromuscular conditions. Join us in our mission to help people with a temporary or permanent...

  • Data and Research Analyst

    5 days ago

    Atlanta, United States Southern Poverty Law Center Full time

    The SPLC is seeking a Data & Research Analyst to conduct research and analyses to support our Political Campaigns Department!  The Data & Research Analyst for the Political Campaigns Department conducts quantitative research and analyses to support local political elections and translate the results for non-technical audiences. Who You Are ...