Job Description:

• running daily, weekly, monthly and on demand reports
• providing trends or opportunities within relation to hierarchy and call recording
• analyzing reporting data to identify and prevent issues for call recording
• managing call recording projects internally to ensure business requirements are identified and delivered
• attending daily meetings with status updates
• testing overnight, coordinating testers
• identifying concerns or dependencies needing to be addressed with operations teams
• providing project scope details to the SCBC team for production integration

Requirements:

• 1 year of experience and required computer skills: Proficiency in Microsoft Office Suite: Access, Excel, PowerPoint, Word, Outlook
• 1 year experience communicating with internal/external associates, teams and business leaders.
• Minimum of 1 year experience with root cause analysis: proactively ask the right questions, gather and analyze data, identify and solve problems that arise with little or no precedent and with a sense of urgency.
• Minimum of 2 years experience within a call monitoring environment.
• Experience in rapidly adjusting priorities to meet changing business requirements and to prioritize tasks in an environment with goals that sometimes conflict.
• Overall comprehension on how the IT architecture works regarding phone switches and call recording solution, including VoIP/TDM call center phones, Nice, Mattersight, Verint and/or comparable ticket systems.

Benefits:

• medical, dental, and vision coverage
• paid time off
• retirement savings options
• wellness programs
• other resources, based on eligibility