Contact Center Operations Specialist

7 days ago


Naperville, Illinois, United States American Water Resources LLC Full time
Job Description

The Telecommunication and Digital Technology Analyst is a key member of the Operations team responsible for enhancing the telephony and digital technology aspects of our call center operations.

Key Responsibilities
  • Collaborate with call center teams, IT, and NGCC to identify and align telephony and digital technology needs with business goals, improving customer experience and operational efficiency.
  • Monitor and troubleshoot telephony systems, digital tools, and related technologies to ensure uninterrupted call center operations.
  • Serve as a SME for NGCC, proposing and implementing insight-led strategies to enhance customer experience, streamline processes, and drive efficiency.
Requirements
  • 4 years' experience working in areas such as Call Center, IT or digital technology in a fast-paced environment.
  • A track record of proven success in telephony systems administration and digital technology integration.
  • Proficiency in telecommunication protocols, VoIP, and a diverse array of digital collaboration tools.
Benefits

We offer a competitive salary range of $80,000 - $110,000 per year, comprehensive health coverage, 401(k) plan with 4% company match, and generous paid time off.



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