Posted in Admin - Clerical 30+ days ago.
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Location: Piscataway, New Jersey
The IEEE Contact Center Outreach Coordinator and OSC System Admin Support Representative will be responsible for troubleshooting and support OSC system and coordinating all outreach campaigns. The incumbent in the role provides prompt and professional high-quality service and solutions on a consistent level. He/She operates within or above the established metrics and maintains these metrics to provide swift and accurate service at all times. He/She will assume ownership and accountability for resolution of all inquiries, attend ongoing training to develop job skills, products/services knowledge, and Contact Center skills. He/She identifies and recommends process improvements for optimal service; participates on teams and/or projects in support of the department objectives and other responsibilities as designated by the department supervisor. This individual works well with minimal supervisor and can make decisions to deliver high satisfaction to our members and customers. This position is under general supervision and typically reports to a Manager.
Through strategy and planning oversee the growth of outreach efforts and assure staff resources are positioned to attain the established goals
•Coordinate the Service Deactivation Outreach Project to achieve a measurable increase in recovered members and revenue
•Organize the new member welcome outreach project to assure our members experiences a personal one-on-one interaction with a Contact Center agent to welcome them to IEEE
•Identify new business opportunities to proactively reach out to clients and prospective clients to generate revenue, establish engagement, and recover/grow membership
•Establish annual goals, SOP, and coordinate staff resources
•Project manager functions include, planning, budget, oversee and document all aspects of the projects, work closely with upper management to assure the scope and direction of each project is on schedule, as well as other departments for support.
Oracle Service Cloud (OSC) Admin Support:
In support of the OSC System (CRM - customer relationship management system) and other systems utilized within the Contact Center :
•Oracle Business Intelligence
He/she will conduct daily administrative functions related to error reports, content review, data integrity and release deployment testing. This position will report to the Manager Support Systems.
Typical tasks include but are not limited to:
•Provide practical solutions to IEEE members, customers, and website visitors
•Understands the methodology and works on problem-solving solutions
•Receive research and respond to member and customer inquiries
•Provide personalized global support concerning IEEE products, services and benefits
•Handle escalations using the First Contact Resolution methodology
•Follow Contact Center SOP (Standard Operating Procedures)
•Practice the Journey Mapping methodology enhancing member and customer experiences
•Participate in all Contact Center outreach programs
•Identify and recommend solutions for process improvements
•Maintain or exceed department goals and objectives
•Attend required training (50hrs), monthly communication meetings, networking sessions as scheduled
•And other responsibilities as designated by department management
Education and Experience:
•Bachelor’s degree is preferred but not required for this position based on equivalent and progressive experience in lieu of a degree
•3-5 years general Customer Service and/or experience in a high volume call center providing specialized and expert assistance to all client levels
•Demonstrates knowledge of and ability to grasp technical language, functionality, and support for Contact Center support systems, in particular OSC.
•Demonstrated Project Management experience and formal PM training
Skills & Other Requirements:
•Excellent oral and written communication skills
•Strong organization skills
•Team oriented; ability to partner and share information, and foster relationships
•Must have excellent communications skills with the ability to interact in a professional manner with all levels of staff, suppliers, and volunteers.
•Must have working knowledge of MS Office Applications (Word, Excel, PowerPoint, Access)
For information on work demands and conditions required for this position, please consult the reference document, “Physical, Mental, and Work Environment Standards for IEEE Positions.” This position is classified under Category I – office positions.
IEEE is an EEO/AAP Employer/Protected Veteran/Disabled.
Disclaimer: This job description outlines the general nature and key features performed by various positions that share the same job. It is not designed to contain or be interpreted as a comprehensive inventory of all duties and qualifications required of employees assigned to the job. Nothing in this job description restricts management’s right to assign or re-assign duties to this job at any time due to reasonable accommodations or other business reasons. Nothing in this job description restricts management’s right to assign or re-assign duties to this job at any time due to reasonable accommodations or other business reasons.