Operations Analyst/IVR Design Specialist in Nashville, TN at Eliassen Group

Date Posted: 10/27/2020

Job Snapshot

Job Description

We have an exciting opportunity for a Operations Analyst/IVR Design Specialist with our industry-leading client.
*100% Remote opportunity

We will accept corp to corp or w2 contractors. For our w2 consultants, we offer a great benefits package that includes Medical, Dental, and Vision benefits, 401k with company matching, and life insurance.

Responsibilities:

  • Host and lead project meetings including discovery, design, and testing
  • Project Manage telephony migration projects
  • Build UAT testing documents
  • Perform UAT testing on newly created IVR call flows
  • Gather and document current state of IVR components and consulting with call centers
  • Build and Document processes
  • Analyze and document current state of telephony performance metrics and improved call flow opportunities and automation

Requirements:

  • Contact Center Operations experience
  • Experience in Project Management
  • Documentation Skills using Word and Excel
  • Contact center support operations experience
  • Experience working with IVR, CRM, and quality monitoring solutions
  • Teamwork & collaboration skills to work across organizations
  • Problem solving skills to develop quick yet sound solutions to resolve complex issues
  • Experience writing process documentation
  • Excellent written and oral communication skills.
  • Strong documentation skills: Visio, Word, SharePoint and SmartSheets
  • HS degree or equivalent required, Bachelor’s Degree preferred

Job ID: 346318

About Eliassen Group:

Eliassen Group provides strategic talent solutions to drive our clients’ innovation and business results. Leveraging over 30 years of success, our expertise in IT staffing, Agile consulting, creative services, managed services, and life sciences enables us to partner with our clients to execute their business strategy and scale effectively. Headquartered in Reading, MA and with offices from coast to coast, Eliassen Group offers local community presence, deep networks, as well as national reach. For more information, visit http://www.eliassen.com.

Eliassen Group is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

Don’t miss out on our referral program! If we hire a candidate that you refer us to then you can be eligible for a $1,000 referral check!