Job Description :
Job Title: Business Systems Analyst
Client: Lincoln Financial Location: Greensboro, NC. Duration: 8+ months
Required Skills: Genesis backend reporting, Pulse, SQL, Crystal Reports (or something equivalent) Job Description: Responsible for a variety of activities focused around capturing data from IVR and Contact Centre applications and analysing, cleansing, manipulating that data for enterprise reporting purposes. Focus on gathering requirements and designing and delivering solutions within call centre operations space. This position delivers solutions that improve operational performance regarding call centre operations, the customer experience and client expectations. The position works to fully understand new initiative Voice requirements and the leading KPIs associated with the use of IVR technology. Partners with Technology and call analytic resources to ensure call behaviour and associated metrics are well-documented and monitored for enterprise impact Role: Support the implementation of voice technology solutions that enhance the customer experience and operational efficiencies Work with backend Genesys reporting tools and tools like CX Insights, CC Pulse, and Pulse Understand underlying data structures and create front end reports with tools like Crystal Reports Requirements: Backend Genesys reporting tools and tools like CX Insights, CC Pulse, and Pulse Experience driving change and improving the customer experience with IVR and Voice technology in a dynamic, high volume, fast paced environment 2 years experience in call behaviour analysis with an emphasis on technology delivery and reporting/ monitoring metric impacts across the enterprise Significant experience acting as a liaison with Information Technology Resources and delivery partners Proficiency in SQL Strong communication, leadership, interpersonal and organizational skills with the ability to multi-task