CTI and Reporting Program Manager


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Overview


Great software requires hard work by incredibly smart people. Esri has built an identity by making sure our teams are helpful whenever there is a need. In this role, you will use your CTI implementation, leadership, reporting, and maintenance skills in a global support center. Being proactive and resourceful, you will innovate new and creative solutions to solve our most challenging internal and external issues while working in a dynamic and high-performing environment. Be part of a team that provides world-class support, ensuring our customers achieve success and make effective, smart geospatial decisions all around the globe.

Responsibilities


  • Lead the CTI, WFM, and analytics team consisting of a report developer and WFM specialist
  • Analyze and develop business requirements, create and modify call flow diagrams, and prepare design documents
  • Collaborate with technical teams, operational teams, and other staff to develop a scalable and efficient contact center strategy
  • Guide teams to continuously improve system performance and perform root cause analysis for system issues
  • Sets goals for teams with a focus on improving customer experience and continuous improvement of WFM and data analytics operations
  • Lead day-to-day management of WFM functions including forecasting, scheduling, real-time operations, and workforce optimization
  • Guide workforce management staff to achieve targeted goals for service levels, minimize abandoned rates, and improve call handle time and workforce productivity for each contact center location through effective forecasting, workforce optimization, and intra-day management
  • Maintain awareness of industry standards and emerging CTI technology; perform reviews of current CTI /WFM setup and provide recommendations to update contact center processes and practices
  • Continuously analyze KPIs, other metrics, and staffing levels to identify gaps in service delivery and contact center capabilities; provide recommendations to improve service levels and service offerings and maximize efficiency
  • Design, build, and maintain visualization dashboards, regional reports, and executive review documents to make key decisions and drive business results
  • Provide proactive analysis and strategic recommendations for driving business improvements
  • Establish baseline metrics and analytics and collaborate with business operations and the leadership team to track and report all key performance indicators against set goals
  • Develop new reports to gain insights into organizational productivity; identity correlations and root causes
  • Perform regular system audits to ensure complete and accurate reporting of data/metrics

Requirements


  • 5+ years of relevant work experience
  • Working knowledge of contact center technologies (IVR systems, CCA, Infomart, G-Plus adapter for WFM, CRM, call routing, etc.)
  • Proven ability to lead a team and develop competencies in individual contributors
  • Ability to quickly learn new software applications and translate it into solutions that address customer needs
  • A confident team leader with excellent written and verbal communication skills
  • Strong problem-solving skills for understanding the root cause of technical issues and identifying a way forward 
  • Bachelor's in Business, or other relevant fields, depending on position level (master's preferred)

About Esri


Our passion for improving quality of life through geography is at the heart of everything we do. Esri’s geographic information system (GIS) technology inspires and enables governments, universities, and businesses worldwide to save money, lives, and our environment through a deeper understanding of the changing world around them.


Carefully managed growth and zero debt give Esri stability that is uncommon in today's volatile business world. Privately held, we offer exceptional benefits, competitive salaries, 401(k) and profit-sharing programs, opportunities for personal and professional growth, and much more.


Esri is an equal opportunity employer (EOE) and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

 

If you need a reasonable accommodation for any part of the employment process, please email humanresources@esri.com and let us know the nature of your request and your contact information. Please note that only those inquiries concerning a request for reasonable accommodation will be responded to from this e-mail address.

 

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