Call Routing Communication Consultant
Posted: November 25, 2016
Reference ID: 2090686584
Adecco is assisting a local client and recruiting for a Call Routing Communication Consultantin Scottsdale, AZ. This available position is with an organization that is considered to be a thriving leader in the retail and pharmaceutical industry.
Position: Call Routing Communication Consultant
Job Location: Scottsdale, AZ
Job Duration: 3 Month Contract
MAJOR DUTIES AND RESPONSIBILITIES
Managing call flow into multiple call centers for all lines of business. Accountable for a multitude of tasks and be required to multi-task continuously.
•Partners with internal telecom and IVR teams to establish routing for new toll free numbers for client specific routing.
•Utilizes AT&T Route-It and Cisco ICM to construct primary and contingent routing paths and terminations into the multiple sites.
•Trouble ticket reporting, engaging vendors and or internal business partners for problem resolutions.
•The ability to explain complex information to others in straightforward situations.
•Work with project teams to plan integration and implementation strategies.
•Responsible for devising improvements to current procedures/processes, and developing models of possible future configurations.
•Responsible for optimal contingency routing solution designs.
•Works a ticket queue to address routing request changes, new initiatives and special events.
•Works with internal Resource Planning tactical team for real time routing adjustments.
•Position is part of a rotation that includes tactical real time monitor in blocks of 3-4 hours and evening and weekend coverage.
•Position receives trouble reports from call centers and acts as liaison to IT team to report and facilitate flow of information between technical teams and business via conference bridges.
•Grant access and permissions to Avaya CMS Supervisor for the enterprise.
•Experience with an intelligent call routing platform
•Knowledge of Avaya vectoring preferred
•Should have experience as a vendor liaison during outages, escalations, etc.
•Ability to function in an ambiguous situation.
•Strong organizational skills.
•Knowledge of AT&T Business Direct, CMS, Call Center Metrics, Avaya Site Administration are preferred.
•Strong understanding of call routing fundamentals.
•2-3 years Cisco ICM experience.
•Ability to effectively manage multiple assigned projects.
•Work in a rotating on call support environment.
•Excellent customer service skills, interpersonal skills, initiative, integrity, motivation, demonstrated multi-tasking in an extremely busy environment, and
commitment teamwork, as well as being a person who is a self-starter.
Bachelor's degree required. Will consider equivalent combination of education and work experience
HOW TO APPLY:
Candidates interested in this position you should apply immediately. Please click on the "Apply Now" button to fill out your application. If you have any questions, you can contact Arielle Thurston by email at Arielle.Thurston@adeccona.com
Important information: This position is being recruited for by Adecco's National Recruitment Center, not your local Adecco Branch Office. To be considered for this position, you must use the "apply now" button to submit your resume. If you have questions about the position, you may contact the recruiter recruiting for this position listed above. For other opportunities available at Adecco go to www.adeccousa.com.
The Adecco Group is a global leader in HR services. Our group connects over 700,000 associates with our business clients each day through our 6,600 offices in over 70 countries and territories around the world. We offer employment opportunities at any stage in your professional career. Contact us today to discuss available contract and direct hire positions. Adecco Group offers benefits including Holiday, 401(k), Insurance Benefit Plans and Service/Anniversary Bonus opportunities.
Equal Opportunity Employer Minorities/Women/Veterans/Disabled