Call Center Operations Analyst - (US-TX-Round Rock - 78683)

Minimum Education: None
Job Type: Full Time
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Responsible for supporting and maintaining integrity of site data and organizational structure in Avaya CMS, eWorkforce and RTA modules. Identify report and track call allocation and routing issues. Responsible for monitoring and managing daily call flow to site thru lever application, and downtime reduction via troubleshooting telecom issues and working with Global team to provide prompt resolution. Participates in classroom and experiential instruction requiring high analytical ability and strategic agility. Maintain an acceptable level of professionalism in all actions. Foster positive relationships with customers. Maintain alignment with business movement, proactively maintain business acumen, must be connected with sales to drive the business. Continue professional growth through knowledge share and OJT opportunities. Take ownership and accountability for the CCO desk, support DIS BPI program. Process skill change request as received from business. Provide ad hoc reporting on outages upon request. Process operations requests that fall within the call center operations desk area.For more information please visit us at www.OperationsCrossing