Integrated Contact Solutions Operations Analyst

Integrated Contact Solutions Operations Analyst

 

Location: Nationwide

 

Job Description:

 

eLoyalty is a primary integrator of Cisco’s ICS (Integrated Contact Solutions) Enterprise application, utilizing VoIP (Voice over Internet Protocol) technology.  This new, leading edge technology requires changes/improvements in Business Operations such as new call routing rules, queuing strategies, report needs, skill set design, agent career pathing, agent on-boarding, workforce management processes, etc.  An ICS Operations Analyst is responsible for leading project efforts on behalf of eLoyalty to help large corporations optimize their customers’ experiences with ICS contact center interactions by defining programs that transform their people and processes as well as their technology.  The resultant improvements/efficiencies then drive increased profitability and long-term customer retention.  The ICS Operations Analyst is also responsible for developing implementation roadmaps and associated cost-benefit analyses.

 

Client development responsibilities:On time project delivery and diligent financial management responsibilities Formal employee development/mentoring responsibilities Methodology and knowledge transfer development responsibilities (thought leadership)New business pursuit responsibilities

 

Required Skills/Experience:Deep contact center knowledge - People management and development, operational metrics, tools, processes, and systems (3-5 years experience with Workforce Management, CRM Applications, Quality Monitoring, Load Balancing, Cost Drivers, Gap Analysis, Methodology Development, etc.) 2 years desired experience working in a VoIP/ICS contact center operationBachelor’s degree requiredManagement consulting and project leadership experience desired Proven ability to identify/document business requirementsProven executive level communication and relationship development skills Ability to articulate implications of future state design to client executivesAbility to translate and package large quantities of data into key executive messages and tangible improvement projects Ability to prioritize business requirements based on business case results and current state baselineProven track record facilitating customer experience workshops and defining future state environments utilizing a multi-phased implementation strategy/roadmap based on findings and potential benefitsProven team leadership, people management and motivation skills Ability to organize and conduct informal training, and engagement-sponsored learning to increase team knowledgeProven program and project management skills, managing throughout entire project lifecycle and across multiple projects, delivering tangible, measurable benefitsStays current on competitive drivers and key metrics for client’s industryConverts ideas for intellectual capital into methodology, offer, best practices, benchmarks, white papers, toolkits, reusable code, etcDevelops/delivers add-on proposals and resource estimates

 

eLoyalty helps its customers achieve breakthrough results with revolutionary analytics and advanced technologies that drive continuous business improvement.  With a long track record of delivering proven solutions for many of the Fortune 1000, eLoyalty's offerings include Behavioral Analyticsâ„¢, Integrated Contact Solutions and Consulting Services, aligned to enable focused business transformation.  For more information about eLoyalty, visit www.eloyalty.com.  eLoyalty is an Affirmative Action/Equal Employment Opportunity employer:  All qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, ancestry, disability, medical condition, sexual orientation, domestic partner status or Vietnam Era Veteran status.