Project Specialist
Lagunilla CR
hace 1 día

Job Summary :

The Project Specialist has administrative responsibilities and / or support responsibilities for Contact Center Solutions technology and tools

This role is responsible for :

  • Programming, maintenance and testing of assigned contact center solutions technologies
  • Reporting appropriate metrics and / or status for assigned tools
  • Maintaining SOPs for assigned tools
  • Special projects as directed
  • Job Specific Essential Duties & Responsibilities :

    Support, documentation and administration

  • Programming, administration and configuration of Contact Center Solutions software
  • Add, update, delete project plan or other templates
  • Stay current on all updates, features, system maintenance and provide communication as necessary
  • Provide demos of new features and functionality to CCS teams
  • Create project plans, process maps and communications as directed for Contact Center Solutions
  • Create and maintain SOP (standard operating process) documents for all new and modified processes
  • Suggest initiatives and process improvements
  • Escalate errors or anomalies to project team and / or appropriate resources for support; retest and report as needed
  • Manage processes and work assignments within timelines required and with quality
  • Maintain documents posted on internal public sites for highest level of accuracy and relevance
  • Reporting

  • Work with internal teams to generate applicable reporting for assigned Contact Center Solutions technologies
  • and tools

  • Review reports to ensure products working as designed
  • Monitor processes through reporting to ensure project success
  • Schedule manage and run appropriate reports to assigned technologies
  • Education / Knowledge / Experience

  • Good mode of expression in written and spoken English
  • Administration experience with contact center solutions technologies preferred
  • Working knowledge of Project Management and requirements
  • Social competence & teamwork
  • Excellent attention to detail and timelines
  • Ability to work independently and self-manage workload
  • Preferred

  • Entire MS Office suite of products
  • Understanding of Contact Center Management Methodology
  • Travel Operations

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