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- Configures and maintains the interactive voice response system
- Provides TIER 1 Support on Contact Center applications
- Creates reporting and analytics to identify business trends at multiple levels within the organization
- Extracts data from NICE InContact and works with and combines multiple data sources to provide high-level and drill-down reporting and thorough analysis
- Defines the metrics required to measure business performance, compares actual data to forecasted values, and develops the process for identifying and addressing performance gaps
- Works independently to construct complex statistical and financial models to report, trend and forecast business performance
- Works closely with business leaders to develop reporting and analytics based on historical and forecasted data and reports
- Additional duties as assigned
- Bachelor's Degree
- 1+ years Contact Center help desk/troubleshooting experience
- 1+ years of NICE InContact Experience
- Outstanding time management and prioritization skills with the ability to multitask
- Strong analytical skills with the aptitude to take initiative in identifying and solving problems
- Excellent written and verbal communication skills with the ability to interact at various levels of the organization
- Limited immigration sponsorship may be available
- Experience with NICE InContact CXone Platform
- IVR configuration experience
- Previous experience providing Data and analytics for a Contact Center
- Experience with analytical tools, models, projections and able to articulate findings to stakeholders
- Company activities (Ping-Pong tournaments, health pushes, etc.)
- Department snacks and treats
- Employee referral bonus program
- Medical insurance
- Dental plans
- Vision plans
- Supplemental insurance (long-term/short-term disability, life insurance, etc.)
- Health Savings Account (HSA) with company match
- Company paid holidays
- Paid Time Off (PTO)
- ID: #20842411
- State: Utah Draper 84020 Draper USA
- City: Draper
- Salary: $50,000+
- Job type: Permanent
- Showed: 2021-10-08
- Deadline: 2021-12-04
- Category: Accounting/finance