Vacancy expired!
- The Information Engineer must be thoroughly familiar with a multi-tier/level Call Center.
- The Information Engineer must be able to apply an enterprise-wide multi-tier/level Call Center disciplines for the planning, analysis, and design on an enterprise-wide basis or across a major sector of the enterprise.
- Develop analytical and computational techniques and methodology for problem solutions.
- Perform enterprise-wide strategic systems planning, business information planning, business and analysis.
- Perform process and data modeling in support of the planning and analysis efforts using both manual and automated tools.
- Provide technical guidance in software engineering techniques and automated support tools.
- Bachelor's Degree and specialized experience supporting a multi-tier/level Call Center required.
- ITILv 4 Certification is required within 30 days after task order award.
- HDI and Project Management Professional (PMP) certifications are preferred but not required.
- In addition to the educational requirement, the Information Engineer shall also have a minimum of ten (10) years of experience performing ad-hoc analysis and standard reporting requests with data gathered from different sources and/or like complexity.
- Acceptable specialized Information Engineer experience shall also include:
- Provision of actionable recommendations
- How-to-coordinate with internal stakeholders and vendors to document, set up, and test required components of Desktop Screen- Pop/Soft-Phone applications, workforce management, and real-time and historical reporting systems
- Serving as a liaison between multiple business units and key stakeholders to resolve call routing issues, support system upgrades, and execute integration testing
- Preparing, consolidating, and analyzing daily, weekly, monthly, and quarterly reports
- Scheduling and attending weekly meetings with various levels of management
- Recommending process, procedure, and call-flow changes to increase routing accuracy and customer satisfaction
- Meeting KPIs, SLAs, and metrics
- Maintaining and upgrading support tools and telecom/Call center reports
- Call center technical component, ability to successfully manage day to day operations
- SQL Server (e.g., maintenance, queries, analytics)
- Ability to manage a technical operations group in a large, complex application environment
- Ability to demonstrate knowledge and understanding of Call Center operations including call routing and management technologies (Automatic Call Distributors (ACD), Interactive Voice Responders (IVR), Web, Chat, Email, Social Media, SMS/Text, Mobile, Fax, Phone and Mail), workforce management systems, knowledgebase systems, quality assurance applications, and business intelligence software
- Ability to demonstrate knowledge of current principles, practices, and techniques of oral and written communications
- Ability to demonstrate working knowledge of call center concepts and telecommunications technology
- Ability to educate and inform senior management and staff on various alternatives
- Ability to manage multiple deliverables under extreme time constraints
- Ability to demonstrate proficiency with the following applications, Microsoft Office Suite, SharePoint, Microsoft Dynamic, Project and Content Management Systems
- Ability to create pivot tables using Microsoft Excel
- Ability to adapt to changing environments and to apply creative solutions to various challenges
- Ability to demonstrate analytical skills
- Ability to access business process and system inefficiencies
Vacancy expired!