Telephone Routing Analyst - Call Center

PRIMARY RESPONSIBILITIES

- Responsible for the end-to-end Call Center call routing environment - including network & IVR design; ACD script/menu design & development; routing documentation, performance monitoring and reporting.

- Maintain Cisco IPCC script and voice network architecture and CTI documentation and develop and maintain change management processes for implementing new/modified routing strategies.

- Participate with the business in telephony strategic planning and develop business requirements for new Interactive Voice Response (IVR) design/development and any other future major telephony/CTI or CAD desktop technology advancement.

- Partner with internal staff and external vendors to support on-going telecom/CAD CTI desktop projects: provide analysis, support and consulting input to ensure the initiative’s success.

- Serve as a resource and liaison to IT/Telecom personnel on any issues regarding call center telephony technology configuration.
- Work with key IT and business partners to conduct root cause analysis on technical issues impacting call center performance and communicate findings and resolution.

- Proactively plan for business events (holidays, site events, etc.) to ensure proper workload routing is implemented.
Provide input to the operational planning and support of the Call Center relating to call routing functions and potential improvements to existing processes.

- Responsible for call routing disaster recovery design, planning, documentation, testing and execution.

- Continuously monitor and assess routing strategies. Identify opportunities and implement solutions for improvement as well as best practices.

QUALIFICATIONS WE SEEK:

EDUCATION:
Required:

High school diploma or equivalent

Completion of accredited telecommunications program

Preferred:
Four-year college degree in Telecommunications, Computer Science, Networking or related field

Cisco CCIPT or completion of related Cisco IPT courses

Microsoft MCSE or completion of Microsoft Windows networking and Active Directory courses.

WORK EXPERIENCE
Required:
Minimum of four years experience working with ACD, IVR and other adjunct contact center systems.

Minimum of two years experience working with IP-based telecommunications systems.

Basic knowledge of IP protocol, data networking fundamentals and Windows server environments.

Ability to work well with people from other business and technical disciplines with varying degrees of technical knowledge.

Experience reading, writing, and analyzing technical documents and write and maintain technical procedures.

Preferred:
Six years relevant telecommunications experience working with large-scale contact centers and multi-site corporate environments.

Three years experience working with Cisco Call Manager environments.

Two years experience working with Cisco IPCC and IPCC Express contact center environments.

In-depth knowledge IVR scripting.

Experience with large-scale, distributed dial-plans.

Experience with complex call-flow design including distributed contact centers and multi-site system implementations.

Apply on line at: www.tcfbank.jobs,reference number 11802008


TCF is proud to be an affirmative action, equal opportunity employer. We provide a drug-free workplace. Pre-employment drug and background screening required.