Call Center Analyst Job at Rocky Brands (Nelsonville)

Call Center Supervisor

We are currently seeking a Call Center Supervisor to join our team in Nashville,...

Location

United States , Nashville

Salary:

Not provided

NTT DATA

Expiration Date

Until further notice

Requirements

Bachelor’s degree and five years of experience
or a master’s degree with four years of experience
or an associate degree with eight years of related experience
or 10 years of related experience with no degree.
Minimum 5 years of experience in responding to requests for information and searching automated systems for data.
Ability to obtain a Public Trust.

Job Responsibility

Works with the call center manager to determine call center operational strategies by conducting needs assessments, performance reviews, and capacity planning.
Maintains and improves call center operations by monitoring system performance
identifying and resolving problems
preparing and completing action plans
completing system audits and analyses
managing system and process improvement and quality assurance programs.
Quickly establishes rapports with callers, asks probing questions to identify concerns, and applied knowledge of immigration enforcement/detention to assess caller concerns.
Responsible for making databases and manual queries related to individuals encountered by client or other persons in immigration proceedings received when necessary.
Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
Accomplishes organization goals by accepting ownership for accomplishing new and different requests, exploring opportunities to add value to job accomplishments.

Fulltime

People Services Center Analyst

As a part of GM's Global Business Solutions (GBS) People Services you hold a foc...

Location

Philippines , Taguig City

Salary:

Not provided

General Motors

Expiration Date

Until further notice

Requirements

Bachelor’s Degree in Human Resources, Business Administration, or related field
Experience in inbound call-handling / taking in calls in a BPO / Shared Services set-up for 2 years
Experience with customer support: customer interactions, addressing escalations
Willingness to be cross-trained to different departments
Excellent written skills to communicate clearly and concisely with customers via email as needed
Willingness to work hybrid on night shift
Strong customer focus and experience in effective conflict resolution
Ability to organize and prioritize workload
Ability to handle multiple tasks, meet established deadlines and, with composure, work in a face paced work environment
Attention to detail, using judgment, data analysis, experience, knowledge and independent thinking abilities

Job Responsibility

Responsible for providing direct tier one services to the customers of the Shared Service Center, which include employees, managers, HR professionals, and 3rd party vendors
Work activities include, but are not limited to, direct interaction and support to our customers via telephone and email to resolve inquiries and to complete requests, following cases through resolution, and the completion of other front office and back-office activities
Serves as the single point of contact for HR staff, employees and people leaders and be responsible for query resolution by utilizing policies, desk procedures and any other reference material that may exist as a knowledge base
Strictly follows established processes for case management and issue resolution, including logging and documenting all inquiries into the case management tool (i.e. Siebel), consulting appropriate knowledge resources (e.g. Oracle Knowledge Base) and escalating the case to Tier 2 and following through to resolution
Has responsibility to coach employees, line managers through HR queries via self-service including redirection to appropriate sources of information or through policies and reference guide to improve the query resolution
Performs shared services administration transactions in various HRIS applications as appropriate, and within established performance standards
Adheres to established regulations, processes, procedures, plans and systems
Maintain and update process SOP Knowledge Base
Continuous Improvement: Developing and recommending process improvements necessary for operational efficiencies and service excellence to drive quality, speed, and safety
Quality Management: Deliver excellent customer experience in query resolution aligned to People Services policies, desk procedures, knowledge base, and master processes

Fulltime

People Services Center Analyst - VPP

As a part of GM's Global Business Solutions (GBS) People Services you hold a foc...

Location

Philippines , Taguig City

Salary:

Not provided

General Motors

Expiration Date

Until further notice

Requirements

Bachelor’s Degree in Human Resources, Business Administration, or related field
Experience in inbound call-handling / taking in calls in a BPO / Shared Services set-up for 2 years
Experience with customer support: customer interactions, addressing escalations
Willingness to be cross-trained to different departments
Excellent written skills to communicate clearly and concisely with customers via email as needed
Willingness to work hybrid on night shift
Strong customer focus and experience in effective conflict resolution
Ability to organize and prioritize workload
Ability to handle multiple tasks, meet established deadlines and, with composure, work in a face paced work environment
Attention to detail, using judgment, data analysis, experience, knowledge and independent thinking abilities

Job Responsibility

Responsible for providing direct tier one services to the customers of the Shared Service Center, which include employees, managers, HR professionals, and 3rd party vendors
Work activities include, but are not limited to, direct interaction and support to our customers via telephone and email to resolve inquiries and to complete requests, following cases through resolution, and the completion of other front office and back-office activities
Serves as the single point of contact for HR staff, employees and people leaders and be responsible for query resolution by utilizing policies, desk procedures and any other reference material that may exist as a knowledge base
Strictly follows established processes for case management and issue resolution, including logging and documenting all inquiries into the case management tool (i.e. Siebel), consulting appropriate knowledge resources (e.g. Oracle Knowledge Base) and escalating the case to Tier 2 and following through to resolution
Has responsibility to coach employees, line managers through HR queries via self-service including redirection to appropriate sources of information or through policies and reference guide to improve the query resolution
Performs shared services administration transactions in various HRIS applications as appropriate, and within established performance standards
Adheres to established regulations, processes, procedures, plans and systems
Maintain and update process SOP Knowledge Base
Continuous Improvement: Developing and recommending process improvements necessary for operational efficiencies and service excellence to drive quality, speed, and safety
Quality Management: Deliver excellent customer experience in query resolution aligned to People Services policies, desk procedures, knowledge base, and master processes

Fulltime

People Services Center Analyst

As a part of GM's Global Business Solutions (GBS) People Services you hold a foc...

Location

Philippines , Taguig City

Salary:

Not provided

General Motors

Expiration Date

Until further notice

Requirements

Bachelor’s Degree in Human Resources, Business Administration, or related field
Experience in inbound call-handling / taking in calls in a BPO / Shared Services set-up for 2 years
Experience with customer support: customer interactions, addressing escalations
Willingness to be cross-trained to different departments
Excellent written skills to communicate clearly and concisely with customers via email as needed
Willingness to work hybrid on night shift
Strong customer focus and experience in effective conflict resolution
Ability to organize and prioritize workload
Ability to handle multiple tasks, meet established deadlines and, with composure, work in a face paced work environment
Attention to detail, using judgment, data analysis, experience, knowledge and independent thinking abilities

Job Responsibility

Responsible for providing direct tier one services to the customers of the Shared Service Center, which include employees, managers, HR professionals, and 3rd party vendors
Work activities include, but are not limited to, direct interaction and support to our customers via telephone and email to resolve inquiries and to complete requests, following cases through resolution, and the completion of other front office and back-office activities
Serves as the single point of contact for HR staff, employees and people leaders and be responsible for query resolution by utilizing policies, desk procedures and any other reference material that may exist as a knowledge base
Strictly follows established processes for case management and issue resolution, including logging and documenting all inquiries into the case management tool (i.e. Siebel), consulting appropriate knowledge resources (e.g. Oracle Knowledge Base) and escalating the case to Tier 2 and following through to resolution
Has responsibility to coach employees, line managers through HR queries via self-service including redirection to appropriate sources of information or through policies and reference guide to improve the query resolution
Performs shared services administration transactions in various HRIS applications as appropriate, and within established performance standards
Adheres to established regulations, processes, procedures, plans and systems
Maintain and update process SOP Knowledge Base
Continuous Improvement: Developing and recommending process improvements necessary for operational efficiencies and service excellence to drive quality, speed, and safety
Quality Management: Deliver excellent customer experience in query resolution aligned to People Services policies, desk procedures, knowledge base, and master processes

Fulltime

Cyber Defense Operations Center Analyst III

The Cyber Defense Operations Center (CDOC) Analyst III proactively monitors the ...

Location

United States , Los Angeles

Salary:

121056.00 - 199742.00 USD / Year

L.A. Care Health Plan

Expiration Date

Until further notice

Requirements

Bachelor's Degree (or equivalent education/experience)
At least 6 years of direct, operational experience in comparable information security or technology teams
Operational experience configuring and managing a Security Information and Event Management (SIEM) platform
Experience responding to crises, incidents, and investigations
Demonstrated experience performing threat analysis and managing security-monitoring toolsets
Operational experience working in a regulated environment (e.g., classified networks, healthcare, finance, banking, etc.)
Exceptional attention to detail executing and developing procedures in security operations center environments
Strong understanding of networking and communication protocols (such as TCP/IP, UDP, SSL/TLS, IPSEC, HTTP/S, etc.)
Strong background in Windows Server and Linux administration
Strong verbal and written communication skills

Job Responsibility

Evaluates events, detects threats and anomalies in the environment, and reacts to potential incidents utilizing incident response playbooks
Performs incident analysis, investigation and response
Conducts penetration tests in support of risk assessment/analysis activities
Performs daily defensive operational activities
Develops and maintains CDOC documentation and runbooks
Conducts enterprise-wide threat hunting
Carries out CDOC efforts during incident and breach responses
Facilitates cross-organizational collaboration in a dynamic team environment in response to security incidents
Responds to alerts and notifications from the MSSP
Processes tickets to and from the MSSP and ensures they are resolved in a timely manner

What we offer

Paid Time Off (PTO)
Tuition Reimbursement
Retirement Plans
Medical, Dental and Vision
Wellness Program
Volunteer Time Off (VTO)

Fulltime

IT Support Center Analyst

McCarter & English is seeking an IT Support Center Analyst. The primary function...

Location

United States , Newark

Salary:

70000.00 - 75000.00 USD / Year

McCarter & English

Expiration Date

Until further notice

Requirements

A minimum of 2 years of experience in IT Support Services
excellent communication and interpersonal skills, including appropriate telephone manners
a working knowledge of Microsoft Word and Outlook at a highly proficient level
ability to work effectively with all organizational levels individually and as part of a team and to communicate effectively with all levels of management and staff
ability to remain calm in pressure situations, adapt quickly to change and deal with stress associated with a fast paced work environment
ability to take the lead on projects and problems when requested or as appropriate and to make judgment decisions and use initiative to anticipate end-user needs
ability to adapt to changing work situations and grasp and apply new ideas quickly
Computer Skills: Applications including, but not limited to Microsoft Office 365, Litera Compare, BigHand Metadata Assistant, Best Authority, Intapp Time Entry, Easylink, Tungsten Power PDF, Adobe Acrobat, iManage DMS, BigHand Numbering Suite or other vendor Numbering Suite applications, Interaction, Active Directory, ShareFile or other FTP type service, MS Edge/Google Chrome settings, understanding of Android/iPhone
Strong ability to learn new applications
Interpersonal Skills: Active listening, tone and professional demeanor with McCarter end-users

Job Responsibility

Provide 1st level support to McCarter end-users
Answer questions, provide phone-based training on higher-level functionality, and troubleshoot technology problems for McCarter Users
Escalate unresolved problems to Endpoint Technician(s) and/or Administrator(s) where appropriate
Follow up on escalated issues with the appropriate IS employee and the technology end-user
Participate in the maintenance of call tracking application
Enter tickets in at the time of call
Indicate resolution technique in the Details of each ticket
Update the status of unresolved incident tickets with most current information
Route tickets to appropriate parties according to IS Policy
Contact end-user when call is “resolved” by other IS groups to ensure an accepted resolution and closure of the ticket

What we offer

Eligibility for discretionary bonus
Firm-Paid: Basic life and accidental death and dismemberment (AD&D) insurance and short-term (ST) and long-term (LT) disability benefits
Health & Wellness: Comprehensive medical/prescription drug coverage (the Firm pays a share of the cost), including a high deductible health plan with an annual Firm health savings account (HSA) contribution
Employee-Paid Voluntary Benefits: Dental and vision coverage, supplemental health plans (accident, cancer and critical illness), flexible spending accounts, optional life and AD&D insurance (supplemental employee, spouse and child) and supplemental STD coverage
Retirement: 401(k) plan offering three types of contributions: pre-tax, Roth and after-tax contributions
Time Off: Paid Time Off (PTO), paid holidays, and leaves of absence to support work-life balance (e.g. parental leave)
Free and confidential employee assistance program (EAP) and behavioral health services program
Firm-paid back-up child/elder care, academic support and pet care program
Tax-advantaged college savings 529 Plan
Employee discounts through Working Advantage

Fulltime

Revenue Analyst - Frost Bank Center Concessions

The Administrative Support Worker is responsible for assisting management with a...

Location

United States of America , San Antonio

Salary:

Not provided

Aramark

Expiration Date

Until further notice

Requirements

Prior administrative experience preferred
The ideal candidate will have a solid understanding of Microsoft applications, including but not limited to: Outlook, Word, PowerPoint, and Excel
Demonstrates interpersonal and communication skills, both verbal and written
Demonstrates strong interpersonal skills, accuracy, and attention to detail
Requires frequent performance of repetitive motions with hands and/or arms

Job Responsibility

Responsible for performing administrative functions including distributing mail, ordering, and stocking supplies, answering phones, and greeting visitors
Assists unit management with clerical tasks in relation to accounting, payroll, receiving, and/or human resources including filing, data entry, record review and maintenance, etc.
Greets customers, clients, and employees
answers inquiries or directs calls where necessary
Maintain office memos and informative postings
Operate technology, systems, and software such as voicemail systems, copy/scanners, personal computers, and MS Office

Parttime

Telephony Analyst - CCaaS (Contact Center as a Service)

Stanford Health Care is seeking an experienced CCaaS Telephony Analyst to join o...

Location

United States , NEWARK

Salary:

55.85 - 74.00 USD / Hour

Stanford Health Care

Expiration Date

Until further notice

Requirements

Hands-on experience with CCaaS (Contact Center as a Service) solutions
Experience in designing, configuring, implementing, and supporting CCaaS platform (Contact Center as a Service)
Strong Understanding of Voice Call Flows, Cloud VoIP, Video, PSTN Calling and Softphones for Contact Center
In-depth knowledge of routing strategies for Voice, Chat, SMS / Text, Video and Fax
Advanced Contact Center Configuration proficiency for Voice, Chat, SMS / Text, Video, Fax and API Integrations
Experience with designing Contact Center Call Flows & work flows for an excellent Patient / Customer Experience leveraging a CCaaS platform
Experience working in environments with high availability and scalability needs
Bachelor's Degree in Computer Science, Information Systems or a directly related field of engineering
Three (3) to Five (5) years of progressively responsible and directly related work experience in healthcare or technology related work environment
Ability to work in server operating systems such as AIX and Windows Server 2003 and 2008

Job Responsibility

Provide tier-2 support of application incidents reported through the help desk
Provide analytical assistance to junior team members to resolve application incidents, maintenance items, and enhancement requests
Perform daily monitoring of applications in production use
Coordinate application support with other information technology teams including Infrastructure, Integration, Reporting, and the help desk
Lead small to medium complexity software upgrade initiatives or enhancements to workflows including the design, build, and test phases
Modify tables/master files, make additions and changes and provide guidance to junior team members on these activities
Implement changes using documented procedures that are compliant with department’s policies and procedures
Take ownership of low to medium complexity issues and act as a liaison between customer and other support staff to facilitate resolution
Work with and mentor junior staff members to document workflows
Assist senior team members in developing and maintaining requirements/specifications and test cases for new or enhanced functionality to department applications

Fulltime

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Call Center Analyst

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