As a Call Center Specialist, you will maintain and support all the components that make up the Aspect Voice System, used by our customer service associates. Specific responsibilities involved with
supporting this platform include day-to-day operational support of the call center infrastructure, which also includes the Aspect AQM call recording. In addition, you will perform Call Center
administration, system management and report interpretation. In administering this system, you will also work closely with the business units in order to understand their requirements, recommend
possible solutions and then implement the necessary changes to meet their needs.
Our environment is collaborative. You will participate with your own team and with peers on various projects to continually improve the efficiency of the voice infrastructure, thereby improving
customer service to our shareholders. You may also be involved in design and planning of projects. You will act as a technical resource to your team, to peers and to other business groups by
answering questions, sharing opinions and perspectives, and suggesting new and creative ideas.
Qualifications
Candidates for the Call Center Specialist should have:
- Strong technical skills in voice communications to include Private Branch Exchange (PBX), Voicemail, Automated Call Distribution Systems and equipment and an understanding of local, long
distance and 800 carrier products and features.
- Experience supporting a medium to large call center environment, including end user support and working with the infrastructure of the call center platform. Thorough knowledge of the
functionality and capabilities of the call center platform.
- Demonstrated ability to learn new technologies and then apply that knowledge in a short period of time.
- Excellent system troubleshooting skills that includes examining programs, hardware components and trunks and working with the Aspect Customer Operations Support.
- Good understanding of overall networking terms and concepts. More detailed understanding is a plus.
- Experience working with various business units to identify requirements, develop and implement solutions.
- General knowledge of Business Object reporting and experience with basic ad-hoc database reporting is a plus.
- Experience training end users on new enhancements.
- Experience managing small projects involved with hardware and software implementation.
- Experience working with products such as CTI applications, IVR’s, intelligent call routing tools, and supporting remote agents is a plus.
In addition, you should demonstrate:
- An exceptional standard of quality, both in their own performance and that of their team. In our environment, this involves attention to detail, thoughtful analysis and problem-solving, and
accountability for excellent results.
- Excellent verbal/written communication skills.
- Excellent interpersonal and customer service skills.
- Strong organizational and time management skills as well as ability to multi-task to meet deadlines.
- Bachelor’s degree highly preferred.
Location: Norfolk, VA
We offer excellent salaries, a progressive environment and a premier benefits package that includes:
- Medical, dental and vision coverage effective day one
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- The ability to accrue three weeks vacation in your first year
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- 15% of annual salary plus bonuses contributed by the company to your retirement plan, up to IRS limits
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- Annual $400 health and wellness reimbursement
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- Paid, comprehensive training programs
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- Team-oriented working environment
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- Business casual dress
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We are proud to be an Equal Opportunity Employer.
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