Operations Support IV

Position Summary
Responsible for the day-to-day resolution of complex problems and the execution of complex transactions for a single site/business unit or smaller business units including research. Participates in the design development and implementation of complex products systems and services in an operations environment. May manage projects and direct activities of a team related to special initiatives of an operations nature. Should function as the technical expert in their assigned area. Major accountabilities are based on individual expertise and capabilities. Should have in-depth understanding of the business unit's operations processes and implications on other groups within the operations function and other divisions within the company. Knowledge acquired through increasingly responsible operations analysis work. Clearly recognized as a content expert by peers. Bachelor degree or equivalent preferred. Individual typically has 3-5 years of experience.

Line of Business Role Description

Provides system administrative support for the Engage and Nexidia applications

o Manage additions deletions and moves for all agents and system users.

o Creates user profiles controls defines level of user access.

o Creates customized public interaction evaluation and package queries

o Creates recording/scheduler rules.

o Form creation

Serves as subject matter expert for ongoing projects and initiatives supporting the application.

Provides guidance to end users regarding procedural technical and/or operational changes

Gathers information and escalates problems/concerns to appropriate client areas 2nd Level Support

Communicates to end users outstanding issues and provides ETA.

Primary Skill
Agile tools Jira

Required Skills

Highly organized with ability to manage time efficiently

Ability to work under pressure able to manage multiple tasks and changing demands with minimum supervision

Customer/client focused

Critical thinking and problem-solving skills

Flexible and proven ability to demonstrate a positive attitude strong interpersonal skills and able to work across the organization with several LOBs

High degree of accuracy and pays attention to detail

Excellent oral and written communication skills

Excellent interpersonal skills to effectively coordinate and execute assignments with business partners

Ability to analyze data identify gaps and implement action plans to drive required results to improve call recording solutions

Resourceful creative and able to build networks internally and externally to facilitate problem resolution

Sound working knowledge of MS Excel Word and Power Point

Demonstrated ability to create a positive and supportive working environment

2 years of call center or comparable industry experience

Working knowledge of NICE Systems suite of products and applications

SQL and/or JAVA experience preferred

Desired Skills
Knowledge of banking systems and applications

Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.