Greetings, Hope you are doing well! Please go through the below requirement and let me know if you are interested, Please do send me your updated resume and the best number to reach you.
*// "Call Center" experience is must //* Job Title: Business Analyst Location: El Segundo, CA Duration: 12+ Months Contract Job Summary: BA in sales capacity with Call center experience – experience with Salesforce is a huge plus Prior knowledge of call center operations/functions, call flows, scripting tools and SFDC are desired This key position will be responsible for developing, executing, and operating strategic projects supporting Direct Sales residential business. The Project Manager will have responsibility for managing improvement and expansion projects for our Customer Relationship Management (CRM), Interactive Voice Response (IVR by WEST), Call Routing (Genesys) and Scripting (Jacada) applications. The position will be accountable for conducting business process reviews, workflow discussions, systems analysis, testing, best practice reviews and will be counted on as the subject matter expert for the projects and applications being managed. The project manager is expected to work independently; activities will include working with cross-functional groups (e.g., Sales Operations, IT, Customer Service, Marketing, etc.) to identify solutions and enhancements for program operations, documenting the associated requirements, policies and system requirements accordingly. Responsibilities: Lead project teams in the development and implementation of projects related to call center applications Production support for existing call center applications (CRM, IVR, Call routing etc.)- manage support tickets, enhancement requests and reporting requirements Coordinate with internal and external groups such as Marketing, Sales, Customer Care, Field Services, Legal and Information Technology to ensure project milestones are met Evaluate business unit decisions to ensure they are in the best interest of customers and the company, identify issues, develop alternative solutions and/or escalate as necessary Develop and maintain standard project documentation such as project plans, agendas, action items lists, business rules/requirements, process flows, test cases, etc. Analyze workflow bottlenecks and streamline processes through establishing policies and procedures and system enhancements, as needed. Perform and coordinate user acceptance testing (UAT) with internal business partners and external partners, manage issue and resolution for project related defects and production issues In addition to the strategic and operational responsibilities above, this role will be responsible for managing the creation of policies and procedures to maintain the systems as well as manage changes to key systems such as Jacada, SFDC and Genesys. Thanks, Steven Smith Please send your updated resume to steven.sm...@panzersolutions.com -- You received this message because you are subscribed to the Google Groups "OracleD2K" group. To unsubscribe from this group and stop receiving emails from it, send an email to oracled2k+unsubscr...@googlegroups.com. To post to this group, send email to oracled2k@googlegroups.com. Visit this group at http://groups.google.com/group/oracled2k. For more options, visit https://groups.google.com/d/optout.
