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Charter Spectrum Sr. Call Center Tech Analyst in Maryland Heights, Missouri

SR. CALL CENTER TECH ANALYSTApply Now DATE POSTED 01/08/2020 Requisition Number: 255007BR Location: United States - Missouri - Maryland Heights Area of Interest: Customer Operations Position Type: Full Time JOB SUMMARYThis is a process analyst position responsible for continuous process Improvement through Information Technology Infrastructure Library ITIL practices, call center technology operations and root cause analysis. This position analyzes systems to identify causes of system failure, identify fixes and track to completion across multiple domains technology call center, network, server storage, etc., people, and process.MAJOR DUTIES AND RESPONSIBILITIESAnalyze root causes of P1/P2 incidents across all call center systems. Work with engineers to what caused the failure and how to re mediate it in the future.Manage portfolio of fix items to ensure timely completion both internally and with IT stakeholders.Key focus areas include:Create and manage Root Cause Analysis RCAs using best practice processesFacilitate weekly RCA meetingMaintain major incident management calendarConduct problem analysisDefine Incident and Problem Management process metrics; track all incident and outage metrics and Key Performance Indicators KPIResponsible for documenting, maintaining, operating, and continuously improving Call Center Technology Incident and ProblemManagement ProcessFamiliar with ITIL Change Management processes. ITIL v3 certification training will be provided.Researches and implements change management tools in order to optimize change processes for maximal effectiveness.Works extensively and builds effective relationships with the Customer Care, Telephony, IT, Engineering, and Network Operations teams.Customer-focused, and actively and consistently supports all efforts to simplify and enhance the customer experience.Expands role into other Customer Operations initiatives as required.REQUIRED QUALIFICATIONSSkills / Abilities and Knowledge * Ability to read, write, speak and understand English * Ability to analyze and synthesize complex data * Ability to listen to and interpret the needs of the customer * Ability to maintain high levels of energy and create a positive environment * Ability to make decisions and solve problems while working under pressure * Ability to use personal computer and software applications i.e. Microsoft Office etc. * Ability to work with others to resolve problems, handle requests or situations employees, customers, suppliers, in person, on the phone, and by written communications in a clear, straight-forward, and professional manner * Ability to manage multiple projects while coordinating efforts across a variety of functional areas * Customer focused * Exceptional written and verbal communications skills * Advanced knowledge of telephony and customer support systems technology * Strong analytical approach to presenting recommendations and making decisions Education * Bachelor's degree in Electrical or Computer Engineering or related field, or equivalent combination of education and experience Related Work Experience * 8-10 years of IVR-Telecom and advanced telecommunication systems experience WORKING CONDITIONS * Office environment * Travel as required * Must be willing to work flexible work schedules including evenings, weekends and holidays The Spectrum brands including Spectrum Networks, Spectrum Enterprise and Spectrum Reach are powered and innovated by Company . Company reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, or any other basis protected by federal, state or local laws. FCC Unit: 13526 Business Unit: Customer Operations Apply Now Apply LaterThe Spectrum brand is