Contact Center Analyst

Administrative Services, Department of•Atlanta, GA

23h•Hybrid

About The Position

The Contact Center Analyst serves as a customer service professional responsible for providing timely, accurate, and professional assistance to customers across multiple communication channels. This position supports customers by responding to inquiries, resolving service requests, providing system and process guidance, and escalating complex issues to the appropriate support teams. We are seeking an individual with strong technical and customer service skills. The Contact Center works day to day of analyzing customer business needs and issues. In this role you will be working in a help desk environment working with external and internal customers in all tasks related to Workday and Jaggaer.

Requirements

Excellent verbal and written communication skills
Ability to actively listen, comprehend customer’s needs and accurately deliver information
Customer service skills
Ability to multitask with a strong attention to detail
Ability to project and maintain a professional demeanor in a call center environment
Meets established quality and productivity expectations.
High school diploma/GED; OR two (2) years of experience at the lower level Help Desk Analyst 1 (ITP150) or position equivalent.
An equivalent combination of knowledge, education, job or intern experience, training, or certifications that provides the necessary knowledge and skills to successfully perform the job at the level listed may be substituted year-over-year.

Nice To Haves

Undergraduate degree is encouraged.
Three years of experience in help desk, call center or systems support environment
Experience working with Workday and/or Jaggaer
Experience working with Procurement Applications Systems in a call center environment
Experience using a cloud based application such as CRM, ACD call platform, and OneDrive

Responsibilities

Analyzes information to determine nature and extent of customer’s requirements and concerns
Provides customer support in the maintenance of systems
Participates in evaluation of new technologies or solutions to improve service and efficiency of systems
Researches and analyzes system/user problems by applying a variety of analytical and research techniques
Participates in the establishment of standards and procedures to be used in the development of systems
Ability to research, analyze information and make recommendations
Ability to evaluate existing systems and understand their structure and component parts
Maintain working knowledge of current procedures, knowledge articles, training materials, system updates, and operational changes.
Adapt quickly to new technology, applications, procedures, and organizational changes.
Knowledge of customer needs and business requirements
Work collaboratively with Contact Center Analysts, Team Leads, management, technical teams, and business partners .
Ability to obtain client information by answering telephone calls in a call center environment, interviewing customers and verifying information.
Ability to document customers inquiries and escalate customer’s additional needs through a Customer Relations System (CRM)
Ability to inform customers by explaining procedures, answering questions and providing information.
Able to maintain and improve quality results by adhering to standards and guidelines as well as recommending improved procedures.
Ability to provide accurate customer service