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SPECTRUM: Call Center Technology Analyst


This is a Contract position in Township Of Harvester, MO posted July 12, 2021.

Client Reference Code: 279718JOB SUMMARYResponsible for supporting agent desktop applications with Customer Care contact centers. Position includes providing administration and configuration support of agent desktop applications. Responsible for the deployment, information integrity, and adoption and improvement of agent desktop applications in Charter Communications contact centers.MAJOR DUTIES AND RESPONSIBILITIESActively and consistently support all efforts to simplify and enhance the customer experience Work within the Agent Desktop Support team to improve the quality and functionality of agent desktop applications Monitor and maintain information contained within the agent desktop applications, and ensure that content is logically planed and effectively created to maximize comprehension and make content easily accessible for the Customer Service Representatives Build relationships with divisions, KMA and corporate teams to ensure that agents have access to the latest’s consent Ensure that updates on technology, procedures, campaigns, products, pricing, packaging, and promotions, troubleshooting, installation are accurate and complete, and within publishing guidelines establish by the desktop support team Provide support to content contributors within contact centers, system and divisional offices on proper publishing procedures and guidelines Conduct periodic focus groups with agents, leads, center management, and divisional stakeholders to uncover new functionality needs that will improve sales, performance and customer experience Create requirement documentation and assets required by IT to develop solutions Participate in testing and evaluations of system enhancements and new technology Provide Operational Reports on the effectiveness and usage of agent desktop applications Provide appropriate reports and updates to appropriate stakeholders on a timely basis Support operations teams with the communication and access to operation policies and procedures Support user access requests and Standard Agent ID database REQUIRED QUALIFICATIONSSkills/Abilities and KnowledgeAbility to read, write, speak and understand EnglishAbility to analyze and interpret dataAbility to communicate orally and in writing in a clear and straightforward mannerAbility to communicate with all levels of management and company personnelAbility to handle multiple projects and tasksAbility to maintain confidentialityAbility to make decisions and solve problems while working under pressureAbility to prioritize and organize effectivelyAbility to show judgment and initiative and to accomplish job dutiesAbility to use personal computer and software applications (i.E. word processing, spreadsheet, etc.)Ability to work independentlyAbility to work with others to resolve problems, handle requests or situationsKnowledge of Use Cases and Business Requirements documentationKnowledge of cable television products and services, High Speed Internet and Telephone ServiceKnowledge of browser (e.G. Explorer) applicationsKnowledge of techniques for creation of aesthetic, user friendly, effective web designsEducationBachelor’s degree in Communications, Programming, Business or related field, or equivalent experienceRelated Work Experience 4 Years Database Maintenance 4 Years Web Applications & Usability 2 Years Business Analyst WORKING CONDITIONSOffice environmentJob Code : CSU300 279718BRFor more information on Spectrum’s benefits, please click here.

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