Business Analyst (customer Service & Help Desk) - Kansas City, Mo
Yoh Telecom (Kansas City/Independence, Missouri)

This job posting has expired.

You may wish to try a search for Business Analyst (Customer Service & Help Desk) - Kansas City, MO

Or visit the FlipDog home page
 

Yoh Telecom has a contract opportunity for a Business Analyst (Customer Service & Help Desk) to join our customer in Kansas City, MO.

This position manages the overall CSR Help Desk and ensures that the appropriate level of management, work stream organization, processes, resources and skills are in place to perform all aspects of the function.

Specific responsibilities include:
• Supervises CSR Help Desk that provides coaching to Cable Partners and employees on Local Services and CSR/CSI structure and contents (which varies by ILEC/CLEC and Market)
• Relates coaching of CSR interpretation to the Cable Partner's specific market offer
• Researches ILEC/CLEC-specific CSR/CSI processes, documents and maintains processes
• Analyzes CSR information comparing customer name, address, services and features (by interpreting USOCs), identifies contracts, special applications that need to be recognized such as alarm circuits, DSL lines etc.
• Manages incoming calls to the CSR Helpdesk, answers questions regarding CSR interpretation, SPMP tools, processes etc.
• Returns CSR to the Cable Partner along with a brief overview of the findings/interpretation of the CSR
• Documents and maintains CSR Helpdesk processes while continually striving to improve communication, documentation and tools
• Develop/deliver training in Local Services and CSR structure and content

Required Skills and Experience:
• Supervisory Experience
• Working knowledge of Business Local Services (Multi-Line Business Lines,  PBX Trunks, Centrex) and Calling Features and especially CSR Interpretation associated with these services
• Experience in business telecom sales, product and/or marketing
• Familiarity with LEC-specific web based CSR/CSI tools and applications and USOC codes
• Computer experience, able to learn new web tool applications and manual processes to request Customer Service Records
• Customer Service/Customer Facing Experience - Ability to professionally respond to incoming customer telephone calls
• Ability to professionally handle escalations and communicate with other Local Exchange Carriers (ILECs/CLECs) to identify processes
• Training Experience - ability to develop and deliver Local Service, CSR and web tool training (internal and customer facing)
• Organizational skills - able to document issues, results and provide reporting documentation for Sprint internal stakeholders as well as Cable Partners

Discover all that’s possible with Yoh Telecom. Apply now.

Partnering with Yoh
In addition to great career opportunities, consulting with Yoh comes with its perks:
• Competitive compensation plans
• Wide variety of benefit options
• Yoh Advantage - our consultant rewards program that offers discounts and perks at leading companies and with national brands exclusively for Yoh

About Yoh
Yoh is one of the largest providers of talent and outsourcing services to customers in the United States. With over 374 million USD in total sales, Yoh operates from more than 75 locations and provides long- and short-term temporary and direct placement of technology and professional personnel, as well as managed staffing services, for the information technology, scientific, engineering, health care and telecommunications communities. For more information, visit yoh.com. Yoh is part of Yoh Services LLC, a Day & Zimmermann Company.