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CC BUSINESS SYSTEMS ANALYST

Home Depot


Location:
Kennesaw, GA
Date:
09/25/2017
2017-09-252017-10-24
Job Code:
108082
Apply on the Company Site
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Job Details

CC BUSINESS SYSTEMS ANALYST - Kennesaw GA 30144 Skip Navigation
Job Details

CC BUSINESS SYSTEMS ANALYST (108082)

GA - Kennesaw

  • Date Posted: Aug 2, 2017
  • Company: The Home Depot
  • Travel: None
  • Functional Area: Customer Service
  • Position Type: Full-Time
  • Relocation Provided: No




Position Description:
POSITION PURPOSE
The Contact Center Business Systems Analyst is responsible for providing support for call recording system and associated contact center capabilities. The analyst will be responsible for call recording system user administration maintenance and end user troubleshooting support for the contact center. The analyst will support customer service, associate performance, and process improvement initiatives through qualitative and quantitative analysis.

MAJOR TASKS, RESPONSIBILITES AND KEY ACCOUNTABILITIES
50% - Provides business application support for call recording system. Maintains user access and hierarchy. Acts as first point of contact for call recording system support – navigation and troubleshooting, escalating to IT when appropriate.

40% - Provides support for business improvement initiatives using a variety of qualitative and quantitative analysis methods and data sources. Conduct call listening exercises to identify root causes and find illustrative call examples. Analysis of large data sets to identify drivers and trends.

10% - Create clear and concise presentations of findings for a variety of audiences including senior leadership

NATURE AND SCOPE
This position reports to Manager.
This position has 0 direct reports.

ENVIRONMENTAL JOB REQUIREMENTS
Environment:
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

Travel:
Typically requires overnight travel less than 10% of the time.
 


ESSENTIAL SKILLS:
STANDARD MINIMUM QUALIFICATIONS
Must be eighteen years of age or older.
Must be legally permitted to work in the United States.
Must pass a Drug Test.
Must pass Background Check.
Must pass pre-employment test (if applicable).

 
Education Required:
The knowledge, skills and abilities typically acquired through the completion of a high school diplomas and/or GED.

Years of Relevant Work Experience: 2 years

Physical Requirements:
Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.
 
Preferred Qualifications:
Experience with NICE Systems or an equivalent enterprise call recording system
Bachelor's degree preferred
Data analysis skills including strong Excel experience
SQL and MS Access experience preferred but not required

Knowledge, Skills, Abilities and Competencies:
Ability to work effectively without direct supervision
Entrepreneurial mindset and analytical approach to problem solving
Adaptability
Teamwork


We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.

Apply on the Company Site
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