Avaya Support Analyst

At KeyBank, we know all about value - we manage the assets of thousands of customers, who rely on us to provide them with great and dependable service. That's why we're so enthusiastic about you. You've got the kind of talent that doesn't come around everyday, and we want you to become a part of our team. We value our employees and their abilities, and recognize that you're the reason our customers look to us for financial advice and support.The purpose of this position is to monitor regional intraday call routing and handling efficiencies across Key Services. The function serves as a focal point for all Call Center inbound call routing, Customer Service Level monitoring, VRU performance, related performance reporting, end user technical problem support for voice, data hardware and software issues as well as end user Project Management support of related technical changes to the Call Centers. The function provides CMS technical support services to the Call Centers. The position will be asked to analyze, and be involved with the implementation of technical initiatives for Call Centers. This Analyst will at as a liasion between the Call Centers and other Leadership within the organization. This position is involved with day-to-day problem management and escalation of escalatable issues. Skills: Have a thorough understanding of the Call Center environment Have a working knowledge of MS Office, Windows 98 and Lotus Notes Strong telephone techniques and skills Strong verbal and written skills Strong analytical and problem solving skills Strong organizational skills (flexibility) Strong Computer Skills including spreadsheet and/or database Able to share off-hour on-call responsibilities Undergraduate degree preferred CMS (Call Management System) CMS Custom Report Centervu Call Center experience Programming skills Life at Key is exciting, challenging, and rewarding. Just as we help our customers reach their financial goals, we're committed to helping you achieve your personal and professional goals. We offer competitive compensation and comprehensive benefits that will help you fulfill a healthy work/life balance. For more information about KeyBank and to complete an online application and submit your resume, go to www.key.com/careers Be sure to reference position number: PS233261.KeyCorp is an equal opportunity employer M/F/D/V. We're proud to be one of DiversityInc magazine's "Top 50 Companies for Diversity" in 2008.