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Under the general direction of the Decision Support Manager, the Support Center Analyst maintains responsibility for creating, analyzing and reporting on existing workflow management and call processing systems. Will also propose and implement enhancements in coordination with department leaders within the Admissions, Enrollment, Student Advising, Student Operations, Student Services and Financial Aid Support areas at the Student Support Center. The Support Center Analyst will follow processes and operations set forth by the Decision Support Manager.
• Actively seek department leaders’ input to ascertain their workflow management reporting requirements (both current state and future needs), utilizing Cisco Call Manager and Historical Reports, Salesforce CRM, and Colleague reporting sources. Devise reporting to meet the need while the standardizing approach to gain efficiencies.
• Monitor current state activities utilizing Cisco Call Manager software tools and form recommendations based on findings that will enhance our service delivery in the Enrollment, Student Advising and Financial Aid Support areas including forecasting staffing needs and resource optimization.
• Assist in the daily operation of key database systems.
• Customize reporting to offer clear hourly/daily/weekly/monthly/quarterly/yearly structuring to easily measure improvements in KPIs while noting milestone dates.
• Operate in a team environment where reporting duties may involve optimizing cross-functional opportunities so that duties are met and student-impacting items are addressed via a team approach regardless of role.
• Stay updated regarding new technology in the network/telephony and reporting areas so that we are always improving and optimizing processes, including suggesting and working towards implementation of enhancements.
• Troubleshoot downtime occurrences and be able to address network/telephony issues in order to communicate issues and status clearly to University Technology Services in an event of a system interruption.
• Superior oral and written communication skills.
• Ability to engage with a variety of constituents (Enrollment, Admissions, Student Advising, and Financial Aid) at the Student Support Center, while maintaining clear communication with key departments such as University Technology Services to troubleshoot and resolve technology issues.
• Superior organizational skills; ability to execute multiple objectives concurrently while operating in a team environment.
• Ability and willingness to work evenings and weekends.
• Expert-level knowledge with entire MS Office Suite and managing confidential databases and maintaining data integrity.
• Previous experience with Network/Telephony terminology and utilization.
• Three to five years of experience in a high-volume contact center environment with corresponding operational duties.
• Associate’s degree from a regionally accredited institution required. Previous contact center administrative experience required that must include call processing system knowledge and responsibilities.
Bachelor’s degree from a regionally accredited college or university.
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