Job Description :
Responsibilities:
Performs moderately complex analyses of business goals, objectives, and needs of the general business environment related to Contact Center Operations and Contact Flows.
Plans and designs business processes and makes recommendations and changes in order to improve and support business activities.
Utilizes systems and data to resolve business issues in the most effective and productive manner.
Prioritizes business and project requirements. Defines project purpose and cost/benefit analysis for various initiatives and projects. Enacts project planning and management to balance project resource, timeline, and scope. Provides thorough communication internally within the department and externally to the rest of the business. Provides functional expertise to one or more business areas. Defines and documents process flows. Facilitates testing and quality assurance. Facilitates end user training. Helps establish framework for business operations reports for various functional areas. Owns and manages all business operations reporting. Runs with business operations and analytics needs as pertaining to: current projects and initiatives, ad hoc information requests, CORE requests, communication plans around projects and initiatives, new data center builds as needed, data center expansions, as needed, business case development for tools and resources. Oversees and owns document management initiatives.
Project Description:
Rackspace is implementing Amazon Connect as a customer facing telephony solution and is looking to bring in a resource who can help build and design reporting for the Business
What is the interaction level this resource will have with the team? The manager?
High level of interaction with the team and business
What is driving the need for this resource?
New technology, lack of reporting, process and insight into interactions
Required Skills (and years of experience): TOP 5 SKILLS NEEDED
Experience with Contact Center technology, standards and best practices
Experience with Telephony systems, designing and building reports, contact flows, systems for data analyzation
Experience building recommendations off of data analyzation, recognizing patterns and trends for strategic planning
Experience working with business leaders to establish policies and procedures
Experience with project and task management software
Preferred Skills: (NICE TO HAVES)
Familiarity with Amazon Connect
Knowledge and experience using Python
Education Requirement:
Bachelor’s Degree