at Medline Industries, Inc. in Northfield, Illinois, United States
Job Description
Job Summary
Responsible for collaborating with business partners and will develop detailed requirements, prepare cost/benefit analysis, and ensure the successful implementation of Customer Service new Cloud based Contact Center technology systems and processes. Analyze current Customer Service Helpdesk business processes and help innovate and improve with new processes, systems, workflows, or software. Will manage and drive multiple workstreams requirement gathering as primary assignments and support documenting complex issues/business use cases and requests. Will act as the primary collaborator with cross functional teams and act as subject matter expert in analyzing contact center metrics, operational data, People, processes, Quality, Service, or Cost.
Job Description
MAJOR RESPONSIBILITIES:
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Lead and drive requirements gathering sessions for new Contact center applications (Omnichannel) with multiple teams and stakeholders with minimal dependency from Lead or Manager.
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Organize and engage in effective meetings with the IT team and business SMEs.
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Identify the inter-dependencies of complex business processes across organization and domains. Requires leading, communication, and collaboration with cross-functional teams including senior leaders and executives.
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Translate business requirements into technical specifications for CCaaS solutions. Collaborate with Developers and Engineers on technical designs and development.
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Perform implementation and configuration activities including prototyping, analysis, system configuration, operational implementation and process documentation.
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Configure and customize CCaaS platforms to meet specific business needs.
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Investigate and document business requirements from business partners to facilitate discussions and conduct workflow analyses. Construct workflow charts and diagrams, study system capabilities, and write specifications.
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Act as a liaison and lead between the IT development group and business partners for the development and implementation of new systems and enhancement of existing systems.
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Ensure solutions are tested/validated sufficiently before being implemented in production. Test planning and testing results with minimal level of input and review from management.
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Work with the business partners to ensure process and system changes are communicated clearly and that users are informed and/or trained sufficiently.
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Working with large datasets within...
Equal Opportunity Employer - minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity
