VOIP Cisco Routers Ms Products Word Excel PowerPoint Project And Visio Analyst (J   Requirement id 118198 Job title Analyst Job location in Atlanta, GA Skills required Call Center Experience, VOIP, Cisco Routers, Ms Products Word Excel PowerPoint Projec Open Date 28-Jul-2021 Close Date Job type Contract Duration 10 Months Compensation DOE Status requirement --- Job interview type ---    Email Recruiter: coolsoft Job Description Analyst: Call Center Experience, VOIP, Cisco Routers, Ms Products Word Excel PowerPoint Projec Start Date :08/23/2021 End Date :06/30/2022 Submission Deadline :08/2/2021 Client Info : DCA/Info Systems Note : * Agency Interview Type: Either Web Cam or In Person Description : JOB SUMMARY The VOIP Business Process Analyst researches, gathers, and analyzes business, technology, and user requirements for the VOIP Phone System Call Center Assessment and Review Project. For this position, the person will engage vendor of the current VOIP system and perform a review of the current call system with the goal of reconfiguring the system or recommending another system to better meet the agencys needs and to optimize the efficiency of the VOIP phone system in order to deliver improved customer service to our mortgagors. This role will assist in the following: 1.) Evaluation of the business and current call center processes for improvements regarding specific KPIs. Benchmarking to include: a. Service Level Agreements b. Average Speed to answer c. Call Flow and tracking d. Customer Service improvements 2.) Payment options process review. Assessment to include: a. Review of current process (payment processes handled on-premise) b. Review of pain points and how to improve payment options for callers to use 3.) Overall assessment of current VOIP system a. Cisco System review of call handling b. Review of the designated queues and flow between each queue c. Review of KPIs. Benchmarking to include: Abandonment rate, mis-directed calls, occupancy rate, and average agent call duration The candidate chosen elicits requirements from the business by call monitoring, surveys, and side-by-side observation of each business unit that uses the current call center application. The process analyst writes, revises, and models the business requirements for clarity, project understanding, and problem-solving. This position also creates and/or modifies process documents to ensure optimal call center call flows and optimal call center operations. This position provides recommendations based on the analysis and revises existing documentation and/or creates new related project documentation (e.g., business, and technical project artifacts, etc.) for various audiences. This person will need to be proficient with the analysis of Call Center Operations and VOIP Call Workflows. Knowledge of Avaya, Cisco, or any type of branded VOIP system is a must. Expert use of Visio, Excel, SharePoint, and other MS products is required. ESSENTIAL FUNCTIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 50 % - Business Process Analysis / Requirements Gathering • Identifies opportunities for improving business processes through information systems. • Researches, plans, gathers, and analyzes business and user requirements for projects. • Interfaces with project subject matter experts to analyze and design solutions and to provide recommendations on deliverables. • Assesses and analyzes processes and procedures to identify improvement opportunities. • Creates content that is easy to read, thorough, flows logically, edited, indexed, and formatted. • Elicits requirements utilizing interview, document analysis, business process descriptions, use cases, scenarios, business, task, and workflow analysis, etc. • Translates requirements into a document ensuring requirements are clear, concise, and repeatable. • Analyzes, defines, and documents requirements for data, workflow, logical processes, hardware and operating system environment, internal and external checks and controls, interfaces with other systems, and outputs. • Communicates user needs t   Call 502-379-4456 Ext 100 for more details. Please provide Requirement id: 118198 while calling.   Other jobs in GA: Alpharetta (12), Atlanta (37), Conyers (2), Downtown Atlanta (1), Dublin (1), Duluth (5), Dunwoody (4), Lawrenceville (2), Norcross (4), Call Center Experience job openings in Atlanta, GA Jobs List Call Center Coordinator - 52913 Create date: 03-Jan-2018 Start Date :01/22/2018 End Date :06/30/2018 Submission Deadline :02/9/2018 Client Info :APS - IT Description : CALL CENTER COORDINATOR: Ensure the Call Center Representatives provide a positive one call resolution experience to our clients. Schedules Call Ce.... 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