Enable America Jobs

Call Center System Administrator

• Job ID: 14231

• Functional Area: Call Center

• Position Type: Full-Time Regular

• Experience Required: 1 - 3 Years

• Location: Little Rock, AR Corporate Headquarters

• Department: Call Center

• Education Required: Bachelors Degree

• Relocation Provided:

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Position Description:

Job Purpose and Scope:

Implements and supports Call Center solutions with a focus on the Interactive Voice Response Platform.

Essential Job Functions:

• Monitors, analyzes, and recommends appropriate modifications to call routing, agent script flow, and data capture utilizing system(s).

• Translates business requirements into technical deliverables and executes on those to ensure successful customer interactions for agents and customers.

• Interacts with the support department teams on behalf of the Customer Care Leadership Team, providing updates regarding current and/or new projects, responding to customer complaints, and processing Retail service-related requests.

• Provides exceptional customer experiences and strives for continuous improvement while exemplifying Bank OZK culture to achieve excellence.

• Develops timelines, vendor estimates, cost projections, and manages projects to approved guidelines and strategies.

• Reviews and consults on design and technical approach of projects to ensure consistency across interdepartmental strategies.

• Establishes and meets short- and long-term departmental goals in accordance with overall company objectives and divisional strategic planning.

• Fields and troubleshoots escalated problems.

• Interfaces with vendors and consultants for technical implementations and troubleshooting.

• Manages vendor contract and infrastructure to provide Subject Matter Expertise (SME) input into solution design, and optimization for enhanced productivity.

• Works with business leaders and subject matter experts to use the IVR technology to improve business processes/productivity, promote strategic use of technology, and enable workforce utilization and efficiencies.

• Regularly exercises discretion and judgment in the performance of essential job functions.

• Maintains good attendance and punctuality to work.

• Follows Bank policy, procedures, and guidelines.

Knowledge, Skills & Abilities:

• Knowledge of Cisco call manager, IVR, Auto Dialer, OMNIChannel, WFM, and Interaction Analytics.

• Knowledge of online banking software functionality.

• Knowledge of internet terms, access, and usage.

• Ability to communicate effectively both verbally and in writing.

• Ability to autonomously troubleshoot complex telephone and contact center problems.

• Ability to demonstrate effective customer service skills.

• Ability to demonstrate effective organization, critical thinking, analytical, and problem-solving skills.

• Ability to use telephone technology effectively.

• Ability to work effectively with others on the team.

• Ability to remain professional in all work situations.

• Ability to work effectively and demonstrate flexibility in a continually changing environment.

• Ability to manage multiple tasks with exacting deadlines in a fast-paced environment.

• Skill in PC technology, IVR technology.

• Skill in using computer, including Microsoft Office Word, Excel, PowerPoint, and Outlook.

Job Expectations:Operate customary equipment and technology used in a business environment, with or without accommodation.

Note:This description is not an exhaustive list of all job functions, duties, skills, and job standards required. Other job functions, duties, skills, and standards may be added. Management reserves the right to add or change the job requirements at any time.

Position Requirements:

Basic Qualifications:

• Bachelor's degree or commensurate job-related experience, required.

• 2+ years of work experience in a call center, required.

• 2+ years of direct technical, work experience with focus on various Contact Center technologies and solutions, such as Cisco call manager, IVR, Auto Dialer, OMNIChannel, WFM, and Interaction Analytics, required.

  Bank OZK is an equal opportunity employer and give consideration for employment to qualified applicants without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, disability status, protected veteran status, or any other characteristic protected by federal, state, and local law. Member FDIC.