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Business Operations Analyst II - Intradiem Admin

Req #: 180018659
Location: Westerville, OH, US
Job Category: Operations
Job Description:
We are implementing an innovative solution to automate intraday manual processes in order to drive increased employee flexibility and engagement within our contact center operations.  As such, we are looking for a system administrator to participate in the implementation of the solution and to maintain and manage the solution on an ongoing basis. 
Responsibilities:
• Become a subject matter expert (SME) on the Intradiem solution, including the management of users, tasks, assignments, rules, reports and overall configuration of the solution
• Create and manage rules to automate a variety of intraday processes
• Analyze, assess and optimize the performance of the solution to ensure value realization
• Analyze, assess and help drive the adoption of the solution by differing stakeholder groups
• Engage with the Intradiem team from implementation through ongoing value realization
• Manage issue resolution internally and with the Intradiem team

Key Skills/Experience:

• Effectively communicate with all stakeholder groups

• Familiarity with call center technologies such as Avaya ACD and Aspect eWFM platforms

• Strong Change Management skills and experience

• Strong analytical and problem-solving abilities

• Ability to convey technical information to non-technical personnel

• Contact center, workforce management or operations experience highly desirable

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