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Call Center business functional consultant_Cary, NC (RTP)

Company: MSRCosmos
Location: Cary
Posted on: September 8, 2018

Job Description:

Role: Call Center business functional consultantLocation: Cary, NC (RTP)Duration: 6 Months + JD: Key Responsibilities Will Include--- Build effective business and IT stakeholder relationships to plan, coordinate, and deliver technology solutions for Patient Services.--- Collaborate with business stakeholders to understand business needs, define and document requirements.--- Lead requirements gathering, process definition, system configuration and testing efforts for relevant systems to support evolving business needs.--- Optimize processes and technology solutions to improve the efficiency and effectiveness of Patient Service Operations.--- Act as the key IT Subject Matter expert and go to person for Patient Service operational systems and related IT project initiatives.--- Manage and lead teams of internal and external technology resources.--- Communicate status clearly and in a timely manner with business stakeholders.--- Project / Portfolio Management of small to large scale initiatives.--- Assist the Head of Patient Services IT in defining the IT strategy and roadmap for PS, including proactively proposing/researching technology solutions.Qualifications The Successful Candidate Will Demonstrate The Following Qualifications--- Experience working in a customer service environment preferred.Experience with CRM and Call Centre technologies including:--- Salesforce.com (and Service Cloud)--- Call centre telephony systems and IVR technologies (Genesys/Interactive Intelligence)--- Quality Monitoring Tools (e.g. Call Miner NICE)--- Knowledge Management tools--- Experience with the SDLC, Agile and PMI Processes--- Demonstrable Business Analyst experience--- Data analysis (SQL) skills and experience are a plus--- Effective communication and collaboration skills--- Experience working in cross functional teams and prioritizing multiple tasks/projects - provided by Dice CRM,Salesforce.com ,Service Cloud,IVR,Genesys,Interactive Intelligence,sdlc,agile,sql,customer service,call centre,Call Miner

Keywords: MSRCosmos, Cary, Call Center business functional consultant_Cary, NC (RTP), Other, Cary, North Carolina

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