Gevity Consulting Inc. Business Solutions Analyst, Contact Center Program (BA) in New York, New York
Contract Labor Title: Implementation: Project Planning & Management Services
Functional Title: Business Solutions Analyst, Contact Center Program We are seeking a qualified candidate for the position of Business Solutions Analyst for a 1 year contract with a possible extension.
Principal Duties and Responsibilities
The Contact Center project is planned for a centralized system-wide contact center solution and implementation at NYC H+H that will provide improved patient service starting with the centralization of a multi-channel Patient Appointment Contact Center, a consistent business self-managed scripting tool and a Nurse Advice service for all patients of NYC. The centralized Contact Center will require a full-time Business Solutions Analyst to ensure all business requirements have been documented and approved by the Business and IT Stakeholders and Sponsors. The Business Solutions Analyst will interview business, document requirements, prepare use cases and facilitate the User Acceptance Testing. Consultant will assist with business KPIs, methods of reporting to reflect results and will assist with technological enhancements that will meet those KPIs. Consultant will interface with all levels of management, project team both internally and externally including all associated vendors.
Description: Functional responsibilities include:
Interview current call center leads and call-handling associates. Transcribe the current processes including lead managers? reporting processes and metrics. Include a traceability and create use cases, test scripts and facilitate the User Acceptance Testing for business acceptance of the entire platform.
Understand and contribute as a project team member with regards to the contact center Cisco solution including IVR call flows, speech recognition, voice and screen recording, workforce management, screen pops, softphone and reporting.
Support IT and staff readiness to provide the appropriate end-user training.
Serves as liaison with vendors and H+H IT regarding go-live requirements.
Develop policies and procedures for go-live implementation
- Qualifications / Required Skill:
COMMUNICATION SKILLS: This position requires strong writing and reading comprehension skills as well as excellent business etiquette.
COMPUTER SKILLS: Excellent computer skills, including comfort with to Microsoft applications including
PowerPoint, Excel, Word, and Outlook and willingness to learn new customer relations and information management systems.
EDUCATION: Bachelor?s degree or correlated experience.
EXPERIENCE: 5+ years? experience with project management practices and processes. The ideal candidate has extensive experience in customer-facing roles.
EDUCATION: Bachelor?s degree or correlated experience. EXPERIENCE: 5+ years? experience with project management practices and processes. The ideal candidate has extensive experience in customer-facing roles.