4 days old

Call Center Support/Administrator

Brook Park, OH 44142
  • Job Code
    579271
  • Payrate
    $50,000 To $70,000

Our client in the Cleveland, OH are is looking for a Call Center Support/ Administrator.


Job Description:


This ideal candidate will be experienced in designing, developing, implementing and troubleshooting different types of contact center and IVR solutions. They will serve customers by planning and implementing contact center strategies and operations; improving systems and processes; and managing and supporting the contact center, IVR and associated vendor relationships.



  • Determines contact center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses
  • Identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards
  • Contributing information and analysis to organizational strategic plans and reviews
  • Maintain the correct recorded announcement prompts, scripts, routes, security profiles, schedules, Points of Contact, skills and other contact center management features as needed by the contact center operational areas. Provides guidance to the operational areas for the functionality they are responsible for.
  • Design, specify, configure, install and maintain contact center scripts and support functionality.
  • Develop and implement all dialing plans/contact flows for the communication applications (IVR and contact center) required by the operational departments.
  • Establish, develop, and manage strong partnerships with service providers and vendors.
  • Conduct cost/benefit analysis to evaluate impacts of new technologies and service requests.
  • Evaluate, implement, and overview of testing of new contact center flows and IVR enhancements and additions.
  • Develops and implement reasonable and effective disaster recovery and redundancy plans.
  • Provide support for all areas of the business using the contact center functionality.


- Under minimal direction, the candidate will be responsible for supporting our third party call center and phone based user self-service systems.


- Support includes troubleshooting, acting as liaison between the company and the third party vendor to resolve issues, identification of improvement opportunities and operational efficiencies, call flow configuration, new product planning and implementation and user training.


- The primary area of responsibility for providing technical assistance and closing help desk tickets will be focused on Telecommunications based systems including software applications and hardware.


- Secondary areas of responsibility will included Windows Operating Systems Support, Hardware Deployments, Desktop Application Support, and Active Directory Administration.


- MS Office (Word, Excel, PowerPoint, Outlook, Visio) skills.


- Creating and maintain Documentation.

Categories

  • Information Technology

Randstad utilizes a technology-driven focus with a human touch to provide better staffing and business solutions to organizations around the world. Our team of experts match professionals with available career opportunities in a variety of fields.

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Call Center Support/Administrator

Randstad Technologies
Brook Park, OH 44142

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Call Center Support/Administrator

Randstad Technologies
Brook Park, OH
US

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