Minimum Qualifications A. A Bachelor's degree and two (2) years of qualifying experience*.
B. An Associate's degree and four (4) years of qualifying experience*.
C. Six (6) years of qualifying experience*.
Master's Degree may be substituted for one year of specialized experience.
Preference will be given to candidates who have experience in the development and maintenance of telephony systems, the use of Customer Relationship Management (CRM) tools, IVR programming, or equivalent experience, in a call center operation.
Duties Description The Project Assistant will support the continued growth of the OCFS Human Services Contact Center (HSCC). The Project Assistant will focus on contact center specific technologies including:
of a Cloud-based Customer Relationship Management software
oInteractive Voice Response
oDesign optimal integration strategy
oLiaison between HSCC and vendor representatives from CRM vendor and Telephony vendor
oDevelop integration project plan
oPerform tasks necessary to integrate the CRM and telephony systems in test environment
oTest integration in test environment
oUpon successful testing and with the approval of the Call Center Director, Clone changes from test environment to production environment
Assist with documenting all configuration details of CRM and telephony systems
Monitor newly integrated systems, troubleshoot and resolve and problems that arise from the integration.
Assist with detailed review of call metric reports to determine trends in AHT
Assist with documenting and reporting on the integration project's impacts to Average Handle Time
Additional duties will be discussed in detail during the interview.
Additional Comments Proficient in the use of Microsoft Access, Excel and Visio. Experience with Oracle Service Cloud and Verizon Virtual Contact Center and proficiency with generating reports and analyzing key performance metrics; Some travel is required.
State Of New York