Technology Analyst

Job Summary: The Technology Analyst is responsible for assessing and analyzing technology systems and processes to ensure efficient and effective operations within the call center environment. The analyst evaluates and optimizes technology solutions, identifies areas for improvement, and provides recommendations to enhance customer service, productivity, and overall performance. 

Responsibilities:

• Evaluate and maintain existing call center technology systems, including customer relationship management (CRM) software, CCaaS (Call Center as a Service) platforms, agent productivity tools, and workforce management tools, identifying gaps and opportunities for improvement.
• Assess call center workflows, procedures, and protocols to identify areas for optimization, automation, and standardization. Streamline processes to improve call handling, resolution time, and customer satisfaction.
• Collaborate with IT teams, business owners and vendors to implement and integrate new technologies, software upgrades, and system enhancements. Ensure smooth deployment, test solutions, and provide training and support to call center staff on new systems.
• Perform technical and administrative support tasks to ensure hardware and software programs are implemented and operating correctly across the company network, systems, and end-users following the established approval process.
• Prepare regular reports, dashboards, and documentation to communicate call center performance, technology-related metrics, and recommendations to management. Present findings and recommendations to stakeholders as needed.
• Develop and aid in projects following established methodology. Gather requirements, create project documentation, plan, execute, monitor, and complete projects. Must be organized and provide clear communication to key stakeholders and business owners.
• Review and present technological upgrades to business partners; once new or enhanced functionality has been released, you will analyze and test new features and help guide your business partners on using new functionality
• Serve as the technical subject-matter expert of business processes and provide guidance to Contact Center teams and Leadership to effectively develop and deploy solutions. Troubleshoot technical problems, provide guidance on system usage, and facilitate timely resolutions.
• Work closely with business partners to document needs systematically, translate into requirements, risks, and priorities to review viable solutions, test new functionality, and track post-implementation results

Qualifications:

• Bachelor’s degree in business, information technology, or a related field
• Prior experience in call center operations or technology analysis within the hospitality industry is preferred.
• Familiarity with call center technologies such as CRM systems, call routing software, IVR, workforce management tools, and telephony systems. Proficiency in data analysis and reporting tools.
• Strong analytical skills to assess and interpret call center data, identify patterns, and make data-driven recommendations for process improvement.
• Excellent verbal and written communication skills to effectively collaborate with stakeholders at all levels, present findings, and explain technical concepts to non-technical staff.
• Ability to identify problems, propose innovative solutions, and implement process changes to enhance call center performance.
• Strong attention to detail to ensure accuracy in data analysis, documentation, and system configurations.
• 3+ years of experience working in or supporting a Contact Center strongly preferred, or equivalent relevant experience