IVR Scripting And Messaging Five9 Development Process Flow Analysis Workforce Plan   Requirement id 94562 Job title Analyst Job location in Quincy, MA Skills required Call Center Experience, Project Management, Application Support, IVR Scripting And Messaging Five9 Develo Open Date 01-Jul-2019 Close Date Job type Not specified Duration 6 Months Compensation DOE Status requirement --- Job interview type Phone Screening    Email Recruiter: coolsoft Job Description Analyst: Call Center Experience, Project Management, Application Support, IVR Scripting And Messaging Five9 Develo Bid Number: BD-20-1030-0P100-0P110-41520 Note: Online Submission Note: RTR form must be signed by the candidate. Note: Total number of positions sought: 1 Note: Maximum number of resumes per ITS63 Vendor: 2 Submission Deadline: 7/11/2019 04:00:00 PM EST Start Date: 7/22/2019 End Date: 1/21/2020 Client: Department of Transportation Description: Summary The Call Center Business Analyst is responsible for the analysis, configuration, management, and reporting for the MassDOT ACD/Call Center technology (Five 9). The Business Analyst is accountable for working with the business groups to make sure the platform is meeting their expectations. This position focuses on supporting the technology the Call Center groups are using today and in the future. The Technical Analyst will be the liaison between the business and IT and vendors for all Call Center initiatives. Responsibilities • Provide data analysis and reporting on “Five 9” call center implementation • Provide reports such as trends and queue statistics • Perform analysis of complex voice process flows and reporting. • Manage system improvements in coordination with business and vendors. • Ensure effective communications between the business, internal IT staff, and vendors. • Provide strategic planning and reporting for all business groups on the Five 9 platform. • Create roadmap for ACD/Contact center technology based on assessment on business requirements. • Mentoring call center administration on best practices on call tracking and monitoring, management. • Ensure business inclusion throughout the management of the project schedule, project decision making, training, etc., ensuring all business needs are met. • Establish a communication strategy in partnership with the business and IT sponsors to effectively communicate project related information to team members, IT management, and customers throughout the project life cycle. • Facilitate the definition for future project scope, milestones, tasks, deliverables and resource requirements. • Coach, mentor and train other (business and IT) members on use of the application. • Lead initiatives to enhance application capabilities. • Escalate issues that require executive attention. • Advice and assist Call Center business groups with Five9 development of new IVR scripting and menu modifications. • Act as a subject matter expert on the Five9 Workforce planning, daily MIS reporting and skilling features. • Work with Incident Management team and Customer Engagement manager to help bring resolution to incidents and ensure communication to stakeholders both business and IT • Maintain and manage current state and future state documentation, help build run books to operationalize current implementation • Manage and coordinate integrations with payment, Atlas and other systems Skills • Strong knowledge of call center environments. Including call center application and call center operations. Five9 application portal knowledge preferred • Experience in project management. • Ability to define, manage and exceed customer expectations. • Strong intellectual curiosity and capacity for professional growth • Ability to effectively communicate and build consensus across various project stakeholders including, IT management, business customers, team members, IT Operations staff, and other IT colleagues and team members. • Perform with a strong sense of urgency. Qualifications • BA/BS degree in Business, Computer Science or related field. • 5+years direct work experience in Call Center application support • Ability to work independently and within a team environment. • Demonstrated track record of success at delivering Call Center projects on time, within budget, and with high qua   Call 502-379-4456 Ext 100 for more details. Please provide Requirement id: 94562 while calling.   Other jobs in MA: Boston (103), Burlington (1), Cambridge (1), Canton (3), Chelsea (9), Franklin (1), Lexington (2), Malden (10), Marlborough (2), Maynard (2), Newton (1), Quincy (6), Sharon (1), Waltham (1), Welesley (1), Wellesley (6), Westborough (1), Westbourough (1),    Call Center Experience job openings in other states Jobs List Medicaid Call Center Services-325-24-415-057-NSP Create date: 23-Oct-2024 Start date : 4/1/2025 Submission deadline : 12/10/2024 12:00 PM CT Client Info : Human Services, Department of Note: * To procure an organization to provide call centers for North Dakota Medicaid providers and members. Description : The successful offeror must perform all the require.... 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(This job is for - Active Directory Management Jobs in TN Nashville Consultant - (in Nashville, TN))    Call Center Experience job openings in MA Jobs List ITS63 ITD 21-006A Part-Time Service Desk Analyst -SP Create date: 07-Apr-2021 Bid Number: BD-21-1060-ITD00-ITD00-60909 hourly rate range: $32.00 to $42.00 Note: Email Submission Note: Number of Positions to be filled: 1 Note: Maximum number of resumes per ITS63 Vendors: 3 Submission Deadline: 4/14/2021 05:00 PM EST Start Date: 4/26/2021 End Date: 6/30/2021 Client: E.... (This job is for - job Jobs in MA Chelsea Analyst - (in Chelsea, MA)) ITS63 ITD 21-006 Part-Time Service Desk Analyst -SP Create date: 06-Apr-2021 Bid Number: BD-21-1060-ITD00-ITD00-60828 hourly rate range: $32.00 to $42.00 Note: Email Submission Note: Maximum number of resumes per ITS63 Vendors: 3 Submission Deadline: 4/13/2021 05:00 PM EST Start Date: 4/19/2021 End Date: 6/30/2021 Client: Executive Office of Technology Services and Secu.... (This job is for - job Jobs in MA Chelsea Analyst - (in Chelsea, MA)) ITS63 DOT Senior Business Analyst 005 Call Center -SP Create date: 14-Jan-2020 Note 1: Maximum number of resumes per ITS63 Vendor: _2_ Note 2: Online Submission or Email Submission. Note 3: Maximum acceptable hourly rate: $79 to $90 Note 4: Only Right to Represent (RTR) candidates allowed. Submission Deadline: 1/24/2020 04:00:00 PM Start Date: 2/4/2020 End Date: 8/3/2020 Client.... (This job is for - job Jobs in MA Boston Analyst - (in Boston, MA)) (Analyst: Call Center Experience, Project Management, Application Support, IVR Scripting And Messaging Five9 Develo in Quincy, MA)

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