Contact Center Analyst

About this role

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Job Title:

Contact Center Analyst

Agency:

Department of Administrative Services

Job Requisition ID:

Jr0000004362

Shift:

Day (United States of America)

Compensation Details:

$41,569 - $45,000

Job Description:

(Hiring salary will be based on experience, credentials, internal pay equity, and statewide rules.)

General Description

The Contact Center Analyst serves as a customer service professional responsible for providing timely, accurate, and professional assistance to customers across multiple communication channels. This position supports customers by responding to inquiries, resolving service requests, providing system and process guidance, and escalating complex issues to the appropriate support teams.

We are seeking an individual with strong technical and customer service skills. The Contact Center works day to day of analyzing customer business needs and issues. In this role you will be working in a help desk environment working with external and internal customers in all tasks related to Workday and Jaggaer.

Job

Responsibilities

• Analyzes information to determine nature and extent of customer’s requirements and concerns
• Provides customer support in the maintenance of systems
• Participates in evaluation of new technologies or solutions to improve service and efficiency of systems
• Researches and analyzes system/user problems by applying a variety of analytical and research techniques
• Participates in the establishment of standards and procedures to be used in the development of systems
• Technical Competencies
• Ability to research, analyze information and make recommendations
• Ability to evaluate existing systems and understand their structure and component parts
• Maintain working knowledge of current procedures, knowledge articles, training materials, system updates, and operational changes.
• Adapt quickly to new technology, applications, procedures, and organizational changes.

Knowledge of customer needs and business requirements

• Work collaboratively with Contact Center Analysts, Team Leads, management, technical teams, and business partners.
• Telephony Competencies
• Ability to obtain client information by answering telephone calls in a call center environment, interviewing customers and verifying information.
• Ability to document customers inquiries and escalate customer’s additional needs through a Customer Relations System (CRM)
• Ability to inform customers by explaining procedures, answering questions and providing information.
• Able to maintain and improve quality results by adhering to standards and guidelines as well as recommending improved procedures.
• Ability to provide accurate customer service

Required Skills

Excellent verbal and written communication skills

• Ability to actively listen, comprehend customer’s needs and accurately deliver information

Customer service skills

• Ability to multitask with a strong attention to detail
• Ability to project and maintain a professional demeanor in a call center environment
• Meets established quality and productivity expectations.
• This position may require some travel.
• Completion of a pre-employment background check is required.
• DOAS participates in a hybrid work environment and
• telework is encouraged with some days in the office required.

Minimum Entry

Qualifications

• Undergraduate degree is encouraged.
• High school diploma/GED
• OR two (2) years of experience at the lower level Help Desk Analyst 1 (ITP150) or position equivalent.
• Note: An equivalent combination of knowledge, education, job or intern experience, training, or certifications that provides the necessary knowledge and skills to successfully perform the job at the level listed may be substituted year-over-year.

Preferred Qualifications

Preference will be given to applicants who, in addition to meeting the minimum qualifications, possess one or more of the following items below. PLEASE CLEARLY INDICATE YOUR KNOWLEDGE OF THESE QUALIFICATIONS ON YOUR RESUME.

• Three years of experience in help desk, call center or systems support environment
• Experience working with Workday and/or Jaggaer
• Experience working with Procurement Applications Systems in a call center environment
• Experience using a cloud based application such as CRM, ACD call platform, and OneDrive
• Applications accepted at Team Georgia Careers
• Open careers.georgia.gov/

Due to the volume of applications received, we are unable to provide information on application status by phone or email. Only those applicants selected for an interview will be contacted by the hiring agency.

• This position is subject to close at any time once a satisfactory applicant pool has been identified.
• DOAS is an equal opportunity employer.

The Georgia Department of Administrative Services is committed to providing an inclusive and accessible experience to everyone, including those with disabilities. If you require a reasonable accommodation in completing this application, interviewing, or otherwise participating in the employee selection process, please contact Kristen Matekenya at kristen.matekenya@doas.ga.gov or 404-463-6773.

When applying for this position, you will be asked if you meet the minimum qualifications for this position as stated below and may possibly be presented with additional questions to assess preferred qualifications. Preference will be given to applicants who meet one or more of the preferred qualifications and have demonstrated experience clearly indicated in their work history.

Minimum Qualifications

High school diploma/GED; or two (2) years of experience at the lower level Help Desk Analyst 1 (ITP150) or position equivalent.--Note: An equivalent combination of knowledge, education, job or intern experience, training, or certifications that provides the necessary knowledge and skills to successfully perform the job at the level listed may be substituted year-over-year.

• Equal Employment Opportunity Employer

The State of Georgia does not discriminate based on race, color, national origin, sex, religion, age, disability, or other protected categories in employment or the provision of services.

Qualified applicants may request reasonable accommodation when needed during the application and/or screening process by contacting the appropriate agency Human Resources department.