Call Center Technology Analyst III

Overview:

Compensation: $26.50 - $38.00 based on experience and credentials

Location Type: Remote (candidate must reside in FL)

Position Type: Full Time

Schedule: Monday through Friday 8:30 AM - 5:30 PM with evening and weekend hours as needed

The Call Center Technology Analyst is responsible for providing analytic and reporting support for systems and interfaces in the Member Contact Center (MCC) Organization. Key responsibilities include coordinating activities and reporting efforts for the following functional areas: Digital Banking, IVR/IVA Automated Phone System, Employee Performance Dashboards, Power BI, Avaya phone system, Robotic Process Automation (RPAs), Digital Assistant, and Chatbots. This individual acts as a liaison between the MCC Organization and the Technology Organization. An ideal candidate demonstrates initiative and personal accountability to aggregate data from various applications and sources.

Responsibilities:
• Design, develop, and update performance dashboards and reports
• Troubleshoot online banking technical issues and promote application bugs to application development for resolution
• Test and ensure the t M3 (MRM Tool) is working properly and serving the designed purpose for the contact center business
• Administer duties with the telephony system, such as setting up profiles, and managing or building skillset
• Ensure skillset routing is working properly and efficiently by modifying the skillet for smart routing
• Support the technical needs of the chat solution
• Perform analysis of system enhancements and requests; write formal change requests
• Prepare business cases by presenting proposals to peers, management, and system wide committees
• Gather requirements, analyze data, and identify solutions to manage project functions
• Perform pre and post-implementation testing and coordinate training needs and requirements
• Represent the MCC Organization as the subject matter expert related to customer service, customer experience, and technology
• Communicate system changes to key stakeholders and users,
• Provide training for stakeholders to disseminate or implement major change impacts
• Identify and implement process efficiencies
• Design, develop, and update reports, Power BI dashboards, and spreadsheets to track various performance metrics
• Analyze data to report on trends and communicate insights to leadership
• Ensure internal and external reports are issued accurately and timely to provide the department’s performance measurements
• Produce routine and ad hoc reports to meet requests for customer service related data
• Support speech analytics tools by utilizing reports to gather insights and process improvement recommendations
• Build teamwork and trust
• Seek continual growth and development
• Maintain knowledge and understanding of current trends, laws, and issues affecting the area of expertise

Qualifications:
• Bachelor’s degree in business, computer science, data science, mathematics, statistics, finance, or a related field (A comparable combination of work experience and training may be substituted for education requirements)
• 3+ years of technical experience
• 2+ years of contact center or banking experience preferred
• Strong technical skills with Microsoft Applications, Excel, and Power BI, including Pivot Tables, and complex formulas
• Ability to process, analyze, and trend large amounts of data
• Experience with IVR/IVE
• Analytical and quantitative skills with the ability to analyze data and trends independently
• Ability to communicate and collaborate across complex matrix organizations and with leadership at all levels
• Strong interpersonal skills to effectively communicate with managers, peers, and vendors
• Proficient oral and written communication skills with the ability to create presentations
• Excellent analytical, organizational, and problem-solving skills
• Working knowledge of Verint or Avaya call center workforce applications preferred
• Ability to prioritize tasks by effectively managing competing and changing priorities to meet deadlines
• Ability to work in a team environment and assume a leadership role on project assignments
• Available to work extended hours and weekends when needed

Skills
• AI & Machine Learning
• Analytics
• Cloud Computing
• Customer Service
• Cybersecurity
• Data Science
• Design

Benefits
• Financial Well-Being: Bonus Program up to 12%, 401K Matching up to 8%, Retirement Planning, Pay Increases based on Competency, Employee Loan Discounts, Flex Spending Accounts
• Wellness: Medical Coverage, Dental and Vision Coverage, Access to 4,000+ Gyms, Mental Health Resources, PTO Wellness Days, Short Term and Long Term Disability Coverage
• Work-Life Balance: 11 Paid Holidays, 3 weeks of Paid Time Off, 4 weeks of Paid Parental Leave, Birthday PTO
• Community Involvement: Paid Volunteer Hours
• Growth: Degree Assistance up to $5,000 per year

For more information, including additional benefits, please visit our benefits website at https://careers.suncoastcreditunion.com/benefits

Company Overview

Suncoast Credit Union is consistently chosen as a Tampa Bay Times Top Workplace because its employees genuinely #LOVEWORK! Employees flourish in an inclusive culture celebrating growth and prioritizing the community.

For more information, please visit our careers site at https://careers.suncoastcreditunion.com/

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