Note: The job is a remote job and is open to candidates in USA. Sky Systems, Inc. (SkySys) is the employer for this contract role. The Senior Call Delivery Analyst will manage SmartReach dialer and IVR analytics, development, testing, reporting, and strategic initiatives, while designing solutions for branch and central operations. The role also involves monitoring call traffic, tracking performance, supporting training and departmental improvements, and communicating with management.
Responsibilities
- IVR Analytics and development
- NICE
- SmartReach Dialer Analytics and development (Priority)
- IVR Reporting development
- Develop strategies consistent with OneMain corporate goals
- Create and Maintain IVR flow documentation (Visio)
- Programming in SQL or SAS (not a priority)
- Communication with all Levels of management
- Performing analysis and performance tracking of individual and departmental results
- Maintaining and generating daily, weekly and monthly statistical reports
- Developing and / or delivering training for department staff
- Assisting in the identification and implementation of departmental improvements
- Performing quality audits and / or service observations
- Maintaining appropriate position documentation
Skills
- High School Diploma/ GED
- Minimum 1-2 years' experience with Call Center systems
- 6-10 years of Call Center experience
- Knowledge of Federal and state laws applicable to financial institutions and phone traffic
Benefits
- 100% Remote (Candidates can work from anywhere in USA)
Company Overview
Company H1B Sponsorship