Sr Contact Center Application / Routing Analyst - Fareportal Inc. (Auburn)
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At Fareportal, we create the technology that is driving innovation in the travel industry - one of the worlds fastest-growing sectors. Our employees are the core of our organization and together were revolutionizing the way people book travel.
Our portfolio of brands including CheapOair and OneTravel receive over 100 million visitors annually and drive over $4 billion in annual revenue.
In addition to competitive pay and benefits, generous time off, and frequent company-wide social events, Fareportal provides employees with an environment that nurtures diversity, creativity, and success. Our open and Agile workspace gives our employees the time and space for collaboration, brainstorming, and research and development. At Fareportal, youll be challenged, rewarded, and motivated to work effectively day in and day out.
Roles and Responsibilities:
TheSenior Contact Center Application Specialist / Routing Analystwill be a key stakeholder in the day to day functioning of our global contact centers. This positions main areas of responsibility are:
1 Routing Analyst: In this capacity, this position will function as a consultant to key operational stakeholders on trend/performance analysis for our call, chat, messaging, and email flows. This position, along with our operational stakeholder partners, will be directly responsible for certain KPIs (see KPI/OKR section below). Following are some (not all) examples for this area:
Provide daily, weekly, monthly analysis of our call, chat, and messaging flows. This includes communicating observations and providing recommendations as needed.
Meet with various groups (CC operations, marketing, product) as needed to review trend analysis and gain consensus for any recommended changes
Document requirements and directly code/test most changes that relate to call, chat, and messaging flows (as needed would coordinate with other internal groups/vendors to implement more complex changes)
Approve/test/track ALL call, chat, and messaging changes
2 Application Specialist: In this capacity, this position will function as the application owner for assigned contact center eco-system applications. As an application owner, this position would be responsible ensuring the application is properly configured / integrated with our contact center eco-system. Following are some (not all) examples of the roles and responsibilities:
Responsible for all technical support, documentation, and coding (may coordinate with vendors/contractors as needed)
Ensure the tool is properly configured/used in line with industry best practices and the business requirements.
Stay current on competitive solutions available in the market
Identifies root cause and determines remedies for chronic problems.
Maintains relationships with vendors
Following is also a partial listing of some (not all) of the applications this position may be responsible for:
Carrier toll free/RespOrg routing and changes (e.g. CenturyLink)