Job Summary
A company is looking for a Customer Service Systems Ops Analyst.
Key Responsibilities
- Participate in the design and implementation of performance standards and monitor customer contact drivers
- Support Telephony and IVR systems, ensuring consistent performance and accurate hours of operation
- Collaborate with leadership to evaluate training needs and share insights on customer service quality and efficiency
Required Qualifications
- Intermediate knowledge of Microsoft Office software (Word, Excel, Outlook, PowerPoint)
- Familiarity with Salesforce, Five9, and Qualtrics preferred
- Understanding of KPIs such as Service Levels and Average Handle Time
- Data analysis experience preferred
- Experience in Telephony and IVR support preferred
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