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Contact Center Analyst

Tampa, FL, United States
Information Technology
10150

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Job Description

Overview

It's an exciting time to join Fisher Investments; we're investing in the future of our firm's technology and information security. Our business is growing internationally, which emphasizes the need to build an unparalleled team that promotes future global growth through strategic solutions and progress. We are important to supporting our firm's diverse businesses, and we're excited to continue solidifying that foundation as we add more experienced technologists to our Technology team.

 

We are looking for a Contact Center Analyst to join our team and help guide our Firm's global expansion through use of strategic solutions and new ideas. As a Contact Center Analyst, you will implement and use contact center technologies and integrations with core telecom infrastructure. This role directly reports to the Telecom Infrastructure Manager.

 

The Opportunity:

 

As a Call Center Analyst, you will ensure operations of call center solutions including monitoring, quality data analysis and resolving tickets and requests from business customers. You will work with other member of the Telecommunications Team to insure the contact center is operating.

 

The Day-to-Day:

  • Monitor inbound calls volume and associate interaction metrics for overall quality
  • Track issues using monitoring systems and tools, perform analysis and recommend improvements
  • Work with Service Desk to document ticket resolution including assisting with creating knowledge articles
  • Use Service Desk tools to insure incoming tickets are worked and resolved per established OLA

Your Qualifications

  • 4+ years of technical experience working with on prem and/or cloud based Contact Center environments
  • 4+ years of experience working with Genesys Call Center platform. Cisco and Avaya experience would be considered
  • Experience working with and administration of call routing strategies
  • Look for opportunities to increase efficiency
  • Understanding of statistical measures and ability to work with dataset to produce relevant analysis
  • Intermediate presentation skills
  • Knowledge of Cisco UC Platforms

Why Fisher Investments:

 

At Fisher Investments, we work for a bigger purpose: bettering the investment universe. From unmatched service to unique perspectives on investing, it's the people that make the Fisher purpose possible. And we invest in them by offering exceptional benefits like:

  • 100% coverage of premiums for health, vision and dental insurance
  • A 50% 401(k) match, up to the IRS maximum
  • 20 days of PTO*, plus 9 paid holidays
  • 8 weeks paid Primary Caregiver Parental Leave
  • Back-up Child Care Program available, offering up to 10 days annually
  • A cumulative learning and development framework customized for every employee
  • An award-winning work environment - we're Great Place to Work Certified, and Top Workplace winners from The Oregonian

We take great pride in our inclusive culture. We value the different perspectives and unique skills you bring to the team – it makes us all better. Success at Fisher Investments is motivated by results, a collaborative mindset and a commitment to accomplishing great things – so if you are ready to do that, we are ready for you! Apply today to be a part of a team environment where you make a difference in the lives of people by bettering the investment universe.

 

*California employees accrue up to 17 days of PTO and 3 days of sick time per year.

FISHER INVESTMENTS IS AN EQUAL OPPORTUNITY EMPLOYER

 

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