24 days old

Business Contact Center Operations Specialist

Kelly Services
North Chicago, IL 60064
Kelly Services is seeking a **Business Contact Center Operations Specialist** for an American publicly traded biopharmaceutical company located in **North Chicago, IL.**

**Job Title: Financial Analyst III**

Location: North Chicago, IL 60064

Type: Contract

Length: 6-months

Target Start Date: 2/3/20 8/2/20

Hours: 40 hours/week, 8 hours/day

Pay Rate: $38 - $44 per hour


Contact Center subject matter expert, responsible for multichannel contact center application design, enhancement, and support. Candidate will design, manage, and maintain communication channels, to include IVR automated attendant, ACD call routing, CRM softphone, and SMS/text to deliver a cohesive omnichannel communication experience based on customers preferred communication preferences and self-service needs. Responsible for contact center platform administration reporting and analytics, delivering complex information with analysis of findings and recommendations for improvement. Candidate will work closely with functional management teams to identify areas of opportunity for contact center efficiencies and develop action plans for improvement.


Subject matter expert and primary administrator for contact center solutions and related reporting.

Design, develop and implement call flows, call routing, IVR, and SMS/text; meeting legal, compliance, and business requirements.

Identify and execute best practices in multichannel and omnichannel contact center design and development

Coordinate and obtain regulatory and compliance approvals

Identify, design, develop, and analyze contact center reporting

Provide contact center operations business insights and analytics to all levels of management.

Work alongside of functional area management and contact center teams to identify and implement business process improvements

Capture and evaluate multi-functional business requirements impacting the multichannel contact center, contact center technology and related reporting

Perform multi-channel contact center solution configuration and user testing.

Develop and maintain contact center platform work instructions and job aids


5+ years experience working in a Contact/Call center environment

3+ years experience analyzing data and delivering insights and recommendations

2+ years designing and implementing IVR/VRU/PBX automated attendant scripting and call routing

2+ years experience supporting and enhancing contact center applications/platforms, such as Telecom Platform, IVR, Call Quality Monitoring, Dialers, SMS/Text, Chat, Email

Demonstrated omnichannel contact center expertise and ability to deliver insights into best practices and opportunities

Experience capturing and interpreting business requirements and translating requirements into meaningful technical requirements

Experience implementing contact center applications and improvements

Must have strong written, presentation and communication skills with ability to effectively participate and influence cross functional business teams.

Strong project and time management skills required.

Proven Ability to manage multiple and competing tasks/priorities with minimal supervision.

Desire and ability to perform effectively in a dynamic and deadline driven environment

Must possess excellent problem solving and customer service skills.

High school diploma or GED equivalent.

Bachelors Degree or equivalent leadership work experience

Experience with SMS/text BOT

Experience working within a highly regulated industry a plus

**Apply Today! If you are interested in the position please email your resume to** **** **for immediate consideration.**

**Why Kelly** **** **?**

As a worker today, its up to you to take charge of your career and look for opportunities to learn, grow, and achieve your potential. Helping
you find whats next is what were all about. We know whats going on in the evolving world of workjust ask the nearly 500,000 people we employ
each year. Connecting with us means getting the support, guidance, and opportunities needed to take your career where you may have never imagined.

**About Kelly** ****

At Kelly, were always thinking about whats next and advising job seekers on new ways of working to reach their full potential. In fact, were a
leading advocate for temporary/nontraditional workstyles, because we believe they allow flexibility and tremendous growth opportunities that enable
a better way to work and live. Connecting great people with great companies is what we do best, and our employment opportunities span a wide variety
of workstyles, skill levels, and industries around the world.

Kelly is an equal opportunity employer committed to employing a diverse workforce, including, but not limited to, minorities, females,
individuals with disabilities, protected veterans, sexual orientation, gender identity. Equal Employment Opportunity is The Law.
Posted: 2020-01-03 Expires: 2020-02-03

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Business Contact Center Operations Specialist

Kelly Services
North Chicago, IL 60064

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