Call Center System Administrator

Call Center System Administrator - Little Rock or Atlanta/Alpharetta

BEST-IN-CLASS Super-Community Bank and repeat client has engaged The Anderson Search Group to identify a Call Center System Administrator for either Little Rock or Atlanta/Alpharetta. This client is aggressively growing and this role is critical to this growth. The Anderson Search Group has placed the person to whom this role will report. Must have Cisco Call Manager, IVR, Auto Dialer, OMNIChannel, WFM, and Interaction Analytics experience to be considered. If you do not have this specific system administrator experience, do not apply.

About Our Client:

• Consistently recognized many times as the #1 performing bank in the United States in their asset size, by leading industry publications.
• Named #1 bank for strength, stability and focus on innovation.
• Forbes named Client to “America’s Best Banks” and “World’s Best Banks”, a tribute to their innovative service offerings and outstanding service delivery.

Benefits:

• Industry leading benefits – Medical, Dental, Vision, 401K, Flex Spending Accounts
• Pet Insurance
• Enhanced Family Leave
• Employee Assistance Program
• Brooks Brothers Discount
• Microsoft Home User Program
• NEOU – The latest and greatest in real-time and on-demand fitness offerings for the whole family

Job Description:

Implements and supports Call Center solutions with a focus on the Interactive Voice Response Platform.

Essential Job Functions:

• Monitors, analyzes, and recommends appropriate modifications to call routing, agent script flow, and data capture utilizing system(s).
• Translates business requirements into technical deliverables and executes on those to ensure successful customer interactions for agents and customers.
• Interacts with the support department teams on behalf of the Customer Care Leadership Team, providing updates regarding current and/or new projects, responding to customer complaints, and processing Retail service-related requests.
• Provides exceptional customer experiences and strives for continuous improvement while exemplifying Bank OZK culture to achieve excellence.
• Develops timelines, vendor estimates, cost projections, and manages projects to approved guidelines and strategies.
• Reviews and consults on design and technical approach of projects to ensure consistency across interdepartmental strategies.
• Establishes and meets short- and long-term departmental goals in accordance with overall company objectives and divisional strategic planning.
• Fields and troubleshoots escalated problems.
• Interfaces with vendors and consultants for technical implementations and troubleshooting.
• Manages vendor contract and infrastructure to provide Subject Matter Expertise (SME) input into solution design, and optimization for enhanced productivity.
• Works with business leaders and subject matter experts to use the IVR technology to improve business processes/productivity, promote strategic use of technology, and enable workforce utilization and efficiencies.
• Regularly exercises discretion and judgment in the performance of essential job functions.
• Maintains good attendance and punctuality to work.
• Follows Bank policy, procedures, and guidelines.

Knowledge, Skills & Abilities:

• Knowledge of Cisco call manager, IVR, Auto Dialer, OMNIChannel, WFM, and Interaction Analytics.
• Knowledge of online banking software functionality.
• Knowledge of internet terms, access, and usage.
• Ability to communicate effectively both verbally and in writing.
• Ability to autonomously troubleshoot complex telephone and contact center problems.
• Ability to demonstrate effective customer service skills.
• Ability to demonstrate effective organization, critical thinking, analytical, and problem-solving skills.
• Ability to use telephone technology effectively.
• Ability to work effectively with others on the team.
• Ability to remain professional in all work situations.
• Ability to work effectively and demonstrate flexibility in a continually changing environment.
• Ability to manage multiple tasks with exacting deadlines in a fast-paced environment.
• Skill in PC technology, IVR technology.
• Skill in using computer, including Microsoft Office Word, Excel, PowerPoint, and Outlook.

Basic Qualifications:

• Bachelor's degree or commensurate job-related experience, required.
• 2 years of work experience in a call center, required.
• 2 years of direct technical, work experience with focus on various Contact Center technologies and solutions, such as Cisco call manager, IVR, Auto Dialer, OMNIChannel, WFM, and Interaction Analytics, required.

The Anderson Search Group is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.