Job details
Job type full-time
Full job description
Job id: 25361
Location: 450 brookline ave, boston, ma 02215
Category: operations
Employment type: full time
Work location: full remote: 4-5 days remote/wk
Overview
The senior call center analyst will be a key contributor in project planning, software administration, and support to the dfci telephony systems with an emphasis on call center technologiesThis will include the implementation of telephony applications pertaining to the avaya pbxs and adjuncts including avaya communications manager, session manager, avaya enablement server (aes), call management system (cms), cms supervisor, cc-elite, aura messaging, and avaya workforce optimization select (awfos) to support dfci main campus and satellite locationsThis position will continuously work to enhance the call center telecom infrastructure and provide day-to-day support in a multi-tasking environment.
Located in boston and the surrounding communities, dana-farber cancer institute is a leader in life changing breakthroughs in cancer research and patient careWe are united in our mission of conquering cancer, hiv/aids and related diseasesWe strive to create an inclusive, diverse, and equitable environment where we provide compassionate and comprehensive care to patients of all backgrounds, and design programs to promote public health particularly among high-risk and underserved populationsWe conduct groundbreaking research that advances treatment, we educate tomorrow`s physician/researchers, and we work with amazing partners, including other harvard medical school-affiliated hospitals.
Requirements
Primary duties and responsibilities:
Prepares ad hoc and scheduled call center metric reports and analyses
Provides tier-2 and tier-3 support for all pbx maintenance and technical support issues to include all voice adjunct systems
Creates comprehensive work and call flows utilizing call vectoring, vector directory numbers (vdn), and skills/split based routing configurations
Documents the customer journey in all call center scenarios, including change requests and trouble resolutions
Interfaces with patient facing welcome center team management for call center telephony solutions
Works with network engineering team to troubleshoot network issues related to voice technologies
Provides backup to technical services coordinator for call accounting system programming and reporting.
Utilizes servicenow and aware centralized ticketing systems
Provides 24-hour on-call support for telecommunications on a rotating basis
Maintains confidentiality at all times
May be required to perform outside normal job areas at discretion of supervisor in the interest of a safe hospital environment
Qualifications
At dana-farber cancer institute, we work every day to create an innovative, caring, and inclusive environment where every patient, family, and staff member feels they belongAs relentless as we are in our mission to reduce the burden of cancer for all, we are equally committed to diversifying our faculty and staffCancer knows no boundaries and when it comes to hiring the most dedicated and diverse professionals, neither do weIf working in this kind of organization inspires you, we encourage you to apply.
Knowledge, skills, and abilities required:
Strong verbal and written communications skills are required and must be able to communicate effectively with all levels of staff
Proficient research, analytical, and problem resolution skills
Ability to understand, interpret, and adhere to established standards, procedures and guidelines
Must be able to organize and prioritize work to meet deadlines and service commitments
Excellent customer service skills required
