Administrator Call Center Systems (Ces/Bvg)

Caesars Entertainment Corporation Las Vegas , NV 89134

Posted 2 months ago

CaesarsEntertainment is the world's most geographically diversifiedcasino-entertainment company. Since its beginning in Reno, Nevada, more than 75years ago, Caesars has grown into a family of affiliated resort casinos on fourcontinents. Caesars-affiliated casino resorts operate primarily under the

Harrah's, Caesars and Horseshoe brand names. Affiliates of Caesars also own the World Series of Poker and the LondonClubs International family of casinos. The Caesars Entertainment family's success is a result of an unblinkingfocus of building loyalty and value withguests through a unique combination of great service, excellent products,unsurpassed distribution, operational excellence and technology leadership.Caesars and its affiliates are committed to environmental sustainability andenergy conservation and recognize the importance of being a responsible stewardof the environment.

Teammembers of the Caesars family of resort casinos are driven by our Mission,Vision, and Values. We take great pridein living our values Integrity, Service with Passion, Celebrating Success,Diversity, Caring Culture, and Ownership every day. Our mission "We inspire grown-ups to play"fuels our passion for an exciting guest experience and a rewarding career. If you have the desire to create memorableexperiences, personalize rewards and delight every guest, every team memberevery time, we invite you to explore our dynamic yet unique careeropportunities.

Responsibilities/Purpose

The Call Center Systems Administrator manages all technology used for Call Center applications. This position will be responsible for the maintenance, support, and troubleshooting of the Call Center technology. The Genesys PureConnect is the primary system of responsibility. This individual will be responsible for providing support for the users of our Call Center Software and managing the IVR that will be leveraged for Enterprise Reservation routing. This position will also support Carrier communication and troubleshooting from phone number moves to new circuits being added. This position will manage projects to meet or exceed established deadlines.

Job Functions:

  • Analyzes/prepares detailed proposals for voice telecommunications technology

  • Coordinates telephone equipment changes including additions, deletions and moving of equipment

  • This position will be a mix of IVR development and support of a wide-spread Genesys network of users

  • Develops, plans and implements project work plans, monitors progress and resolves problems to ensure that deadlines are met.

  • Provides regular status updates to necessary site contacts/management on service restoration process/timeline.

  • Provides reports on IVR success/failure measures.

  • Maintains upgrades and Service updates to the Genesys PureConnect application.

  • Duties included system adds, moves and changes.

  • Troubleshot and resolved all CIC / Genesys related desktop user issues.

  • Troubleshoot Polycom and softphone issues

  • Maintain telephony resources and equipment such as T1s, PRIs, DID*s, POTS lines, telephones, headsets, phone numbers

  • Ensures that the technology to assist all call center departments is available to support any interactions efficiently, accurately and professionally as they assist internal and external customers.

  • Generates and follows through on new ideas/solutions on specific call center issues and participates in projects and process improvement initiatives to improve the operation.

  • Acts as a liaison between Carrier and vendor.

  • Ensures that all Caesars established IT processes are followed.

  • Establishes, measures, documents, reports and communicates data.

  • Accurately and swiftly resolves issues and reports potential issues to senior management if needed.

Essential Requirements:

Education:

  • High school diploma or equivalent required

  • College degree or equivalent experience and training.

Experience:

  • Call Center Software Experience - VOIP Contact Center phone system

  • Knowledge of voice technology, IP-based solutions, voice networking and troubleshooting/problem resolution required.

  • Effective organization, project management and oral/written communication skills also required.

  • General Telephony experience

  • PC support experience

  • 3 more years of ACD support in a Call Center environment.

Experience with the following is a plus:

  • CIC / Genesys PureConnect experience including handlers, attendant and administrator functions a plus

  • ICELIB development experience

  • Crystal Reports

  • SQL, VB, and ASP.net

  • Stored Procedures

  • DDL Statements

  • HTML5

  • IIS

Abilities:

  • Must be 21 years of age or older

  • Must be able to work independently as well as with a team

  • Must take initiative and with minimal supervision

  • Able to demonstrate leadership to a large, diverse team.

  • Highly motivated, proactive individual and independent thinker.

  • Problem solving; exercises good judgment when analyzing and solving problems, pays attention to details.

  • Can handle multiple tasks in a high volume, high stress, and fast-paced environment while meeting deadlines.

  • Excellent listening and interpersonal skills.

  • Demonstrates a friendly, upbeat and positive disposition.

  • Excellent written and verbal communication skills are required.

  • Ability to read, write, speak and understand English.

  • Must be able to maintain a flexible working schedule based on business demands as well as being dependable and punctual.

Desired Skills:

  • Four year college degree in MIS or Business management related field.

Disclaimer:

This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other and/or different tasks be performed when circumstances change (e.g. emergencies, changes in personnel, workload, or technical developments).

Theabove statements are intended to describe the general nature and level of workbeing performed by people assigned to this classification. They are not intended to be construed as anexhaustive list of all responsibilities, duties and skills required ofpersonnel so classified.

Caesars Entertainment reserves the right to make changes to thejob description whenever necessary.

Asa part of Caesars Entertainment's employment process, finalist candidates willbe required to complete a drug test and background check prior to an offerbeing extended. Caesars EntertainmentInc. is an equal opportunity employer. All qualified applicants will receiveconsideration for employment without regard to race, national origin, gender,age, religion, disability, sexual orientation, veteran status, or maritalstatus.


See if you are a match!

See how well your resume matches up to this job - upload your resume now.

Find your dream job anywhere
with the LiveCareer app.
Download the
LiveCareer app and find
your dream job anywhere
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Call Center Supervisor

Appliance Recycling Centers Of America, Inc.

Posted 6 days ago

VIEW JOBS 11/11/2018 12:00:00 AM 2019-02-09T00:00 Job Description Las Vegas Call Center is seeking an experienced Call Center Supervisor. We seek a candidate with minimum of five + years of call center management experience. Must have demonstrated call center experience in training, workforce management, forecasting and supervision and project management. Call Center Supervisor Essential Functions: * Set and meet performance targets that focus on accuracy, efficiency, and quality. * Manages the hiring, training, development and review of staff * Establishes performance requirements and regularly monitors performance to ensure adherence to service and productivity levels. * Provides coaching for performance improvement and development * Work with Call Center Management on identifying and correcting training issues resulting in issues/concerns. * Create, manage and maintain call center operational documentation. * Actively seek new methods, techniques and approaches to current processes to maintain efficiency and effectiveness of the department. * Strategically forecast and implement plans to adjust staffing in accordance with business activity, service level agreements and budgets. * Maintain a thorough understanding of all client requirements. * Serve as 3rd level respondent to customer complaints/issues. * Ensure reporting and report requests are verified for accuracy and are completed on time. * Conduct performance/merit reviews of employees. Defines clear goals quantitative performance measurement metrics. * Guides corrective action, up to and including termination in accordance with company human resources policies * Exhibit exemplary management behavior including integrity, leadership, team building, and good judgment to achieve company goals. * Actively seek new methods, techniques and approaches to current processes to maintain efficiency and effectiveness of the Call Center * Support Call Center Management in oversight of service level metrics * Ensure reporting and report requests are verified as accurate and completed on time. Job Requirements Essential Skills and Knowledge * Bachelor's Degree in management or related field. * Knowledge of call center industry principles, practices and technology, including work force scheduling and management a must. * Minimum 5 years of Call Center Management experience in a 75 – 100 seat call center * Experience training, creating training documentation and training programs * Proven ability to manage quality in a fast-paced environment, balancing multiple projects with deadlines. * Exceedingly professional and detail oriented. * Proficiency in Microsoft Excel, Word, Outlook and experience with mobile device applications and web services * Skill in oral and written communication to multiple audiences. Effective report writing and oral presentations. * Exhibit exemplary management behavior including integrity, leadership, team building, and good judgment to achieve company goals. SCREENING REQUIREMENTS Pre-employment drug test, extensive criminal background check and skills testing and drug test. Please note: Our contracts require that we follow Federal Guidelines for Drug Testing. We offer competitive wage along with benefits that include: Health, dental, life, STD, 401(k),vac, sick & holidays. We are an E-Verify Employer We are a Drug Free Work Place We are an EEO Employer Appliance Recycling Centers Of America, Inc. Las Vegas NV

Administrator Call Center Systems (Ces/Bvg)

Caesars Entertainment Corporation