Jr. Analyst, Contact Center Systems

Salary Range: $65,478 - $75,958 (DOE)Summary and Qualifications: The primary purpose and function of the Jr. Analyst, Contact Center Systems is to provide technical expertise in campaign management, systems analysis, documentation, user acceptance testing for new releases of contact center systems software and administration for the NICE InContact predictive dialer.This role will collaborate with Contact Center Operations and IT telecom associates for maintenance, enhancement, and operational needs, and may participate in an advisory capacity on project teams that involve systems used in the Contact Center.Essential Responsibilities and Tasks:

Live and exemplify the Five Principles of Mars, Inc. within self and team.

Facilitate dialer campaigns for Contact Center outbound calling (Client Financial Services and Inside Sales teams).

Function as the first point of contact for the PAWS application and the InContact predictive dialer.

Provide administration and technical support for the InContact predictive dialer, working with IT telecom team as needed.

Conduct analysis of Call Center specific systems and infrastructure, research solutions and assist with implementation of system changes, as needed.

Identify, evaluate, and recommend process improvements.

Coordinate and direct user acceptance testing with Call Center associates and evaluate testing results. Assist IT associates, if needed, to establish testing environments.

Analyze, record and track project issues for project teams and for enhancements or maintenance activities.

Coach and train new associates on systems.

Provide high-level requirements definitions, workflow diagrams, and other technical documentation for call center system and process enhancements.

Other job duties as assigned.

Special Working Conditions:

Ability to work at a computer for long periods of time.

Project timelines and work volume/deadlines may often require more than 40 hours per week to complete essential duties of this job.

Must have mental processes for reasoning, remembering, mathematics and language ability (reading, writing, and speaking the English language) to perform the duties proficiently.

Ability to carry out instructions furnished in written, oral, or diagram form and to solve problems involving several variables.

Ability to stand, walk, stoop, kneel, crouch, and climb as well as manipulate (lift, carry, move) up to 50 pounds.

Requires good hand-eye coordination, arm-hand-finger dexterity with the ability to grasp, and visual acuity to use a keyboard and operate necessary equipment.

The noise level in the work environment is normally moderate.

Environment where pets are present.

Experience, Education and/or Training:

Associate’s degree in Business, Marketing or Computer Science is preferred, or the equivalent combination of education, training and experience that provides the required knowledge, skills, and abilities.

Two years of Contact Center operations experience with outbound/inbound auto-dialer campaign facilitation (preferably NICE InContact) are required.

Demonstrated understanding of contact center/collection systems with direct knowledge of related practices and principles is required.

Two years of business analysis and/or reporting experience are preferred.

What We Offer – The Good Stuff:

Competitive salary with paid time off & holidays so you can spend time with the people you love

Medical, dental, and vision insurance for you and your loved ones

Fertility and family-building assistance

Paid Parental leave

Practice Paid Basic Life Insurance

Practice Paid Short- and Long-Term Disability

Competitive referral program – join our team, bring your friends, and get paid

Automatic enrollment 401(k) Savings Plan after 60 days of employment with generous company match

Commuter Benefits

Legal Plan

Health Savings Account & Flexible Spending Account

Mental health support and resources

Paid Volunteering

Optimum Wellness Plans® for up to three pets

Continuing Education allowance & MED hours for eligible positions

Student Debt Relief (for full-time DVMs)

A Variety of discounts including Mars, PetSmart, Royal Canin, fitness, cellular and so much more

Even More Good Stuff:

Opportunities for growth and leadership roles at Banfield, Mars, and other divisions of Mars

Health and well-being benefits to support quality of life

Associate-led equity, inclusion, and diversity groups (we have 7 of them!)

Awesome opportunities to volunteer through Mars Volunteer Program, like volunteering at coral reef cleanups or on research vessels!

Terms and conditions applyBenefits eligibility is based on employment statusWE ARE A DRUG-FREE, SMOKE-FREE, EQUAL OPPORTUNITY EMPLOYER.Banfield Pet Hospital® strongly supports and values the uniqueness of all individuals and promotes a work environment where diversity is embraced. Banfield Pet Hospital is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, genetic information, status as a protected veteran, or status as a qualified individual with disability. Banfield Pet Hospital complies with all applicable federal, state and local laws governing nondiscrimination in employment in every Banfield location.