Description

Cisco Business Administrator of Title Opportunity in Financial Services

Cisco Telephony Business Administrator

Location(s):     

2300 Windy Ridge Parkway, Atlanta, GA  30339 

20 E Thomas Road, Phoenix, AZ  85012

2300 Windy Ridge Parkway, Atlanta, GA  30339 

7755 Third Street North, Oakdale, MN  55128

10 Exchange Place, Jersey City, NJ 07302

877 Executive Center Drive West, St. Petersburg, FL 33702

12325 Port Grace Blvd, La Vista, NE 68128

Summary:

Advisor Group seeks an operations partner to manage the business administration / configuration of our call center's Cisco WebEx Contact Center solution.  This critical member of the business team will manage all aspects of the call center's use of WXCC's call routing, queue, skill and advanced capabilities.  This is not an "IT" role, instead, the focus lies in directly helping the operation leverage technology to deliver the best possible experience for our customers.  You'll serve as the hands-on expert for the business to develop, deploy, and manage the creative application of advanced capabilities within our call center solution: define & optimize call flows, integrate self-service capabilities, and creatively manage agent skilling to deliver results. 

Why Advisor Group

• Competitive salary and annual bonus paid based on performance
• Generous time off package, including paid time off, paid holidays, and paid time to volunteer in the community
• Immediate access to extensive benefits package that includes medical, dental and vision coverage, basic life insurance, long and short-term disability coverage and much more
• 401(k) match from day one of employment
• Referral bonuses if we hire your referred applicants to our open positions
• An enriching and engaging career in financial services - our employees overwhelmingly report that they find meaning and purpose in their day to day work
• Executive leader access and interaction in all our locations due to flat structure, open office environments, town halls and speed mentoring events
• New, professional, and collaborative working environment where parking is provided

Responsibilities:

• Manage critical user configurable settings within the WXCC including Business Rules, Routing Strategy, Skills and Skill Profiles to meet objectives and take advantage of emerging capabilities
• Maintain call flows and continually work with operational leaders to enhance the experience we provide by refining our approaches and addressing business challenges with creative use of technology
• Administer phone agents and agent profiles to ensure we match the right agent with the right call while cost-effectively meeting our service level goals
• Work with IT partners and operations to support intelligent "data dips" from the telephony system into core customer data to facilitate intelligent call routing and self-service opportunities
• Own business-side coordination & administration of the Webex Experience Management (WxXM) solution (developing & applying customer journey concepts, administering CSAT surveys, etc.) 
• Partner with Workforce Management team to manage agent skill settings and optimize utilization of agents
  • Align functional set-up of the telephony system with schedule plan and facilitate active real-time management by call center managers
  • Coordinate development of demand forecasts, agent requirements and model service level predictions
• Own CXO phone system user management and operational configuration
  • Align ACD / Queue / Skill set up to facilitate accurate reporting of call statistics
  • Manage disposition codes / aux state configurations
  • Administer real time reports for operational management
  • Deploy and manage embedded CSAT survey methodology
• Lead development, testing and deployment of advanced telephony system features
  • Integrate omni channel capabilities
  • Integrate CXCC w/ leading-edge third-party tools (speech analytics, natural language processing, etc.) 
  • Speech enabled IVR and IVR-based self-service capabilities
  • Integration w/ SFDC
• Create and maintain Call flow and user documentation
• Serve as the expert in Telephony capability to the CXO operation - identify and drive better approaches to delivering support via our contact center
• The nature of the role will be dynamic, and the selected candidate will need to bring a keen intellect to bear on a wide variety of problems (and the specific problems may vary widely over time)
• All other duties as assigned

Education Requirements:

• Bachelor's Degree from accredited university in Business, Computer Science, or related field of study required

Basic Requirements:

• Experience managing / defining call flows and agent skills in a multi-site call center environment
• Experience with integrated contact center solutions (i.e. CTI integrations w/ CRM solutions like SFDC)
• Creative problem-solving skills and a strategic perspective
• Excellent proven analytical and problem-solving skills
  • Capacity to frame and break down complex business problems into key components and recommend practical solutions to drive results
  • Ability to anticipate emerging business needs to build an increasingly sophisticated and effective solutions to address challenges
• Understanding of call center operations and call center scheduling / forecasting tools & strategies
• Ability to learn new tools quickly and adapt to changing needs and deliverables
• Excellent verbal, written and interpersonal communication / presentation skills required
  • Ability to confidently deliver information to senior leadership team and other large audiences
  • Negotiation, leadership and persuasion skills
• Ability to work under pressure and tight deadlines in a fast-paced team environment where change is constant and timelines are often short
• Ability to work cross-functionally to manage bottlenecks, provide escalation management, and balance business needs against technical constraints

Preferred Requirements:

• Experience managing call flows, agent skills and overall configuration management of cloud-based Cisco WebEx Contact Center
• Experience managing call center operations including call forecasting and demand analysis in a multi-site call center environment
• Experience deploying self-service and automation tools in a call center