my itForte - Job Detail

 
Interactive Intelligence Administrator
Job ID IT JOBS#164
Location: Hyderabad, India
Required Skills:
Our client, a Canadian company, offers Online Visitor Engagement (OVE) solutions for global software publishers. They create personalized experiences for high-value website visitors – as a result increasing Revenue per Visitor (RPV), enhancing customer experiences while protecting the brand, and providing actionable real-time insights.
 
They intend to hire a permanent ININ Administrator for their office in Hyderabad. The ININ Administrator reports directly to the Systems and ISMS Manager and works within the IT department to maintain the company’s call center infrastructure and workforce management tools.
 
This is a specialized role within the IT team. Key tasks are associated with providing leadership and strategic direction for the workforce management (WFM) and call center application functions within company’s virtual business operations. Tactical emphasis is placed on accurate forecasting, intraday monitoring, workforce planning and distribution of skilled resources to meet/exceed the service level objectives we’ve set for our partners.
 
A successful ININ Administrator is passionate about business technology. They understand that cutting edge technology methods and processes contribute to enhancing our company’s competitive edge and revenue potential. Remaining sufficiently flexible and mobile in a virtual work environment, our ININ Administrator recognizes the need for reliable technology solutions across all business areas.
 
The company is a good fit for creative and strategic self-starters, those with an entrepreneurial spirit who take their success and careers seriously and are motivated to make their mark within a high-growth company. 
 
Essential Job Functions and Responsibilities
- Administer and operate the ININ system platform in conjunction with the Mitel PBX telephone system. Ensure ININ is configured to match current telephony settings. Assist with designing and implementing new call center groups.
- Provide support and assist with day-to-day telecommunications operations, analysis, and troubleshooting.
- Coordinate and roll out telecommunication services, system upgrades, and new site implementations.
- Update telecom systems regularly to reflect staffing changes. Ensure telecom network complies with business continuity efforts.
- Monitor and measure contact center volumes and performance of contact center operations to assure the highest level of productivity. Use real-time traffic patterns to make appropriate staffing adjustments and meet measurable service objectives.
- Utilize workforce management software to research and analyze historic records of traffic and performance to identify trends and patterns resulting in accurate planning and forecasting.
- Develop and maintain contact center operations periodic reporting, including individual, team, center, and enterprise statistics.
- Maintain accurate quantitative and qualitative records of multi-channel performance and client service levels (performance guarantees). Construct proactive recommendations to meet service objectives.
- Conduct periodic training sessions instructing various contact center personnel of traffic management methodologies and technology.
- Assist in the manpower planning process, especially in the areas of staffing (permanent headcount) and scheduling (situational headcount).
- Maintain working knowledge of Automatic Call Distribution system and Scheduling Application to make sound operational decisions.
- Interact with all levels of employees to address workforce management related questions.
 
Skills & Experience
- Extensive working knowledge of Workforce Management (WFM) applications and tools. Must be able to effectively administer and configure the ININ platform. Must have initial understanding of specific call center software (ex. voice telephony, online chat); ongoing proficiency with company’s specific applications (ex. ININ) is required. Proficient with email, collaboration, and office productivity software. Exposure to business network infrastructure.
- 3-5 years of related IT experience in a Network Support / Administration position within sales, customer service, eCommerce, and/or call center industries
- 2+ years of experience working with ININ (CTI technology), including Work Management Systems
- Proven experience analyzing, interpreting, and summarizing complex data as it relates to call center technologies
- Experience preparing reports, forecasts, trends, and recommendations for the team and senior management
- Extensive work experience with telecommunication services, system upgrades, and new implementations
 
Qualification: Bachelor Degree in Computer Science or Technical Diploma/Certificate computer programming or software
 
Location: Hyderabad
 
Job Type: Permanent hire