Telecommunications Analyst

Job description

Now hiring experienced and professional Call Center Analyst to join a Customer Care team for a non-profit healthcare organization in Boston!

About The Company:

This is for a Boston call center which provides essential medical operator services. Located in Boston’s Longwood Medical Area, our call center keeps hospitals, colleges, physicians, and businesses connected to callers 24 hours a day, 7 days a week. We combine the latest technology with professional personalized services, bilingual capabilities, customized plans, and unmatched commitment to quality customer service.

Compensation and Benefits:
Regular full-time employees enjoy a competitive compensation and benefits package. Some of our benefits include:

• Pay range: $65,000-$80,000
• Medical, dental, and vision coverage
• Monthly MBTA subsidy or FREE offsite parking
• 2 weeks of vacation per year and 6 floating holidays per year
• Tuition reimbursement/ professional development
• 401(k) plan with generous employer contribution

Schedule:

Monday through Friday – 9:15 AM to 5:45 PM in person, option of hybrid schedule after 90 days

Position Overview:
Join an award-winning team of Customer Care Representatives with a reputation for quality and excellence! Working some holidays and during inclement weather is also a requirement.

As an analyst, you will be a key contributor in project coordination, Avaya software administration, and give support to telephony/voice systems with an emphasis on call center technologies. This will include the implementation of telephony applictions pertaing to the Avaya PBXs and adjuncts inluding Avaya Communications Manager, Avaya Enablement Server (AES), Call Management Systems (CMS), and Verint Recorder. You will schedule call center metric reports and analyses, and create call flows using Call Vectoring, VDN, and routing configurations. This is a rewarding but challenging work environment where you can make a difference.

Required Qualifications:

• High School Degree or equivalent
• Strong verbal and written communications skills are required and must be able to communicate effectively with all levels of staff
• Proficient research, analytical, and problem resolution skills
• Ability to understand, interpret, and adhere to established standards, procedures, and guidelines
• Must be able to organize and prioritize work to meet deadlines and service commitments
• Excellent customer service skills required
• Provides 24-hour on-call support for Telecommunications on a rotating basis

Apply today for immediate consideration!

Job Type: Full-time

Pay: $65,000.00 – $80,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Paid training

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Supplemental pay types:

• Bonus pay

Ability to commute/relocate:

• Boston, MA: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Call center: 1 year (Preferred)
• Telecommunication: 1 year (Preferred)
• Analysis skills: 1 year (Preferred)

Work Location: One location