Call Center Management – Business Analyst || Remote
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Please see the job details below and let me know if you would be interested in this role.
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Job Title: Call Center Management – Business Analyst
Duration: 3+ Months
Looking for a call center management business analyst that can document our current call center processes, highlight immediate short-term efficiency process and system changes and point out gaps in best practices that can be addresses long-term. Client currently has a call center that handles service calls/ cases managed thru Cisco and NICE.
Service orders are input into a home-grown service/ warranty system called ASAP. Our Dayton Service Center manufactures and ships service parts using Oracle’s JD Edwards 9.1. Field Service delivers parts as well and completes work orders.
Although currently not linked together effectively, there is a desire to connect and utilize quality information/ data within the call center as well.
Knowledge with call center systems and processes
Knowledge with E1, NICE, SalesForce (or other similar systems) preferred
Experience in manufacturing domain
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