1. Provide daily, monthly, and on-demand reporting
2. Administer call center applications and tools including Workforce Management
3. Supporting applications used within Customer Service
4. Supporting the phone routing/system used within Customer Service
5. Manage and Administer ACD and CRM applications
6. Combine data elements from disparate databases to create and manage call center metrics and reporting
7. Manage implementation of new customer service solutions
8. Analyze call center procedures and processes, and make recommendations for improvement
9. Measure system usage and solicit user feedback
10. Appropriately structure and/or archive system information
11. Maintain up-to-date procedural documentation
12. Assist with technical escalations
13. Other projects as assigned
-2+ years working in a technology environment
-Proven strong analytical skills and attention to detail
-Excellent communication and organizational skills within and outside of the department
-Demonstrated ability to successfully manage time and multiple competing priorities
-Ability to be assertive and make decisions
-Advanced MS Excel knowledge
-Advanced MS Access knowledge
-Experience with all of MS Office Suite
-Familiar with SQL
Desired Qualifications:
-Experience with Crystal Reports
-Knowledge of Visual Basic
-Familiar with Aspect eWorkforce Management software
-Knowledge of Avaya CMS Supervisor
-Experience working in a Customer Service or Brokerage environment
Education:
Bachelor's degree in business, computer sciences, or a related field or equivalent combination of education and experience
ING DIRECT offers one of the best benefits plans around, providing medical and dental health coverage; flexible spending accounts; 401K retirement plans and fitness programs.
Why join the ING DIRECT team? As the #1 direct bank in the U.S., we're fostering a nation of savers by providing innovative financial products that are easy to use. We seek people with the same passion to join our team. If you are an energetic person who wants to help us grow a different kind of bank, we look forward to hearing from you. To learn more, visit us at ingdirect.com.
ShareBuilder from ING DIRECT, a leading provider of online investment services, is expanding its team to meet the growing needs of our business. We are looking for a Systems Analyst to develop and maintain documentation for customer service resources and to support the applications used within Customer Service.
Please click here to apply.
- Compensation: Salary commensurate with experience
- Principals only. Recruiters, please don't contact this job poster.
- Please, no phone calls about this job!
- Please do not contact job poster about other services, products or commercial interests.