Continous Integration Call Routing Tables Web Experience Consultant (Jobs in Co   Requirement id 119229 Job title Consultant Job location in Columbus, OH Skills required Call Center Experience, Contract Development, IVR Applications, Continous Integration Call Routing Table Open Date 16-Sep-2021 Close Date Job type Contract Duration 9 Months Compensation DOE Status requirement --- Job interview type ---    Email Recruiter: coolsoft Job Description Consultant: Call Center Experience, Contract Development, IVR Applications, Continous Integration Call Routing Table Start Date :09/20/2021 End Date :06/30/2022 Submission Deadline :09/21/2021 Client Info : JFS Description : Under limited direction, this Contact Center Technical Operations Subject Matter Expert (SME) position will lead the strategic approach to optimize call center operations for the citizens of Ohio. Ensure outstanding customer service is achieved and customer service metrics are either met or exceeded. Facilitates contact center transformation and efficiency initiatives. The candidate will be responsible for advising ODJFS Executive Leadership on how to use various contact center processes, technology systems, and innovative techniques, to solve contact center problems and meet business objectives. They will be expected to analyze, optimize, or develop ODJFS contact center technology systems to ensure they work efficiently. We are looking for someone who has vast contact center leadership experience and who has a broad exposure and background across a range of business and technology areas including Virtual Assistants, Chatbots, Web, SMS, Call Recording, Quality Assurance, Realtime Workforce Management Systems, Vendor Management, Demand Forecasting, Staffing, Performance Reporting, Metrics, Analytics, Interactive Voice Response (IVR) optimization, Call Routing, Work from Home, Business Process Outsourcing (BPO), Continuous Improvement, etc… Job Duties • Evaluate existing contact center technology investments, make recommendations for optimization, and then deliver on those recommendations • Optimize the end-to-end customer journey via process improvement and/or technology investments • Operationalize our new Realtime Workforce Management system (Verint) • Enable omni-channel technology orchestration- expanded use of IVR, Virtual Agent, Chat Bot- Virtual Assistant, Web, SMS, Call Recording, Predictive Dialer • Recommend strategies to improve claimant self-service, reduce agent dependencies, increase 1st call resolution, transfer rate reduction, repeat callers • Standardize contact center telephony technology platforms across contact centers • Assist with development of enterprise-wide contact center technology and staffing strategy to align with ODJFS vision, including future post pandemic stable state • Consult on advancement of learning and development programs for contact center agents • Develop managed Quality Assurance (QA) program to improve the customer experience, agent knowledge/proficiency, QA analytics • Support management of contact center technology applications (Jabber, Finesse, VPN) • Responsible for all aspects of vendor management in coordination with OIS Vendor Management Office (VMO) including hardware, software, staffing, and performance metrics • Provides direct/indirect support to our agency Director, as well as direct management in the development, execution, tracking and trending of all work related to maintaining a complex, multi-product, service organization • Sets strategic direction on mission critical activities, to ensure business objectives are met. • Provides technology consultation oversight for all lines of business including but not limited to the Offices of: Unemployment Insurance Operations, and Information Services • Consult on technical decisions, their affect to project timelines and should help persuade said decisions to be what is in best interest for the contact center objectives • Provides subject matter expertise to the contact center Strategic Leadership team • Facilitates the oversight and achievements of contact center metrics including internal and external standards, performance guarantees, etc. • Facilitates all contact center planning and validation of the strategic direction with executive leadership • Consult on operational dashboards for use by executives • Other duti   Call 502-379-4456 Ext 100 for more details. Please provide Requirement id: 119229 while calling.   Other jobs in OH: Cincinnati (1), Cleveland (1), Columbus (233), Dublin (8), Solon (2), Call Center Experience job openings in Columbus, OH Jobs List DAS-Service Desk 1/SD1 (717782) Create date: 10-Aug-2023 Start date :08/21/2023 End Date :06/30/2024 Submission deadline :08/15/2023 Client Info :DAS Description : Years of Relevant Experience Minimum 1 year of experience required in help desk or call center technical Support. 3+ years of call Center experience preferred. Preferred Education 4-.... (This job is for - Equivalent Jobs in OH Columbus Consultant - (in Columbus, OH)) Service Desk Analyst I (Junior) - 20221206092530 Create date: 06-Dec-2022 start date:12/26/2022 End date: 4+MONTHS from start date submission deadline:12/13/2022 Description: TECHNICAL SKILLS Must Have Customer service background prior Technical experience JOB SUMMARY: The Se.... (This job is for - job Jobs in OH Columbus Analyst - (in Columbus, OH)) DAS-Service Desk 1 / SD1 (699314) Create date: 29-Nov-2022 Work From Home 100% Remote Start date :12/19/2022 End Date :06/30/2023 Submission deadline :12/01/2022 Client Info :DAS Description : --------------------------------------------- Years of Relevant Experience: 3 + Years of Experience in Call Center Support 1 Year of e.... (This job is for - job Jobs in OH Columbus Developer - (in Columbus, OH)) Service Desk 1/SD1 - 76671 Create date: 14-Oct-2020 start date:11/2/2020 End date:06/30/2020 submission deadline: Friday, October 16th at 10:00am EST client info : DAS Note: * 1 position needed for e License and 1 position needed for Ohio Business Gateway. * Video questionnaire interviews will be required .... (This job is for - job Jobs in OH Columbus Consultant - (in Columbus, OH)) Service Desk 1/SD1 - 70950 Create date: 22-May-2020 Start Date :07/01/2020 End Date :02/26/2021 Submission Deadline :Tuesday 5/26 @ 3PM Client Info : DAS Note : * Number of positions: 10 (positions will last from 7/1/20-02/26/21) * Interviews: The team will review submissions the week of 5/25 and plan to select interviews for.... (This job is for - job Jobs in OH Columbus Consultant - (in Columbus, OH))    Call Center Experience job openings in other states Jobs List PennDOT - HDA3 A4 SC3 (Tier 1 Help Desk) (729126) Create date: 04-Apr-2024 Start date :03/04/2024 End Date : 06/30/2024 Submission deadline : 04/07/2024 Client Info : PennDOT Description : ------------------------------------------------------ There are two available Tier 1 positions. ***This requisition has an hour-long in-person interview.*** ***Clien.... (This job is for - job Jobs in PA DauphinCounty Analyst - (in Dauphin County, PA)) Service Desk Personnel -61844 Create date: 22-Nov-2023 Start date : 12/18/2023 End date :12/18/2024 Submission deadline :11/30/2023 Client info : TN DOT Note: * Position Location: On Site Description : Work Location: 505 Deaderick St., Ste. 500 Nashville, TN 37243.... (This job is for - Active Directory Management Jobs in TN Nashville Consultant - (in Nashville, TN)) NCDIT - Specialist- Mid Level (710880) Create date: 27-Jun-2023 Remote start date :05/01/2023 End date :04/30/2024 submission deadline : 07/03/2023 client info : NCDIT Description : ------------------------------------------- **This is a remote position. This candidate will work either: Sat – Tu.... (This job is for - job Jobs in NC Raleigh Specialist - (in Raleigh, NC)) Service Desk Analyst - I (Junior) - 20230213033032 Create date: 13-Feb-2023 start date : 3/6/2023 End date : 3+months from the start date. submission deadline : 02-20-2023 Note : * Job Site : On-Site Description : The Service Desk position provides outstanding customer service at all times. The service desks role.... (This job is for - job Jobs in MI Flint Analyst - (in Flint, MI)) Service Desk Analyst I (Junior)-20230213032744 Create date: 13-Feb-2023 Start date :3/6/2023 End Date :3 months from the start date Submission Deadline :02-20-2023 Note: * Job Site On-Site Description : ------------------------------------------ The Service Desk position provides outstanding customer service at all times. The service desks role is to provide t.... (This job is for - job Jobs in MI Flint Analyst - (in Flint, MI))    Call Center Experience job openings in OH Jobs List DAS-Service Desk 1 / SD1 (693099) Create date: 15-Sep-2022 Start date :10/03/2022 End Date :06/30/2023 Submission deadline :09/19/2022 Client Info :DAS Description : Years of Relevant Experience: 3 + Years of Experience in Call Center Support 1 Year of experience in Help Desk technical Support Preferred Education: 4-year college degree or equ.... (This job is for - job Jobs in OH Ohio Consultant - (in Ohio, OH)) (Consultant: Call Center Experience, Contract Development, IVR Applications, Continous Integration Call Routing Table in Columbus, OH)

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