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For your reference, we have included the original job posting below.
Operations Support Technician Job
Job Number:
25324925
Company Name:
Expedia
Job Location:
Bellevue, WA US
Job Categories:
Clerical & Administrative Military & Government
Operations Support Technician Job
Operations Support Technician
Job ID #: 13098 Company: Expedia, Inc. Location: USA - WA - Bellevue Functional Area: Customer Service and Call Center Employment Type: Full-Time Regular Education Required: Not Indicated Experience Required: Not Indicated Relocation Provided: No
Position Description The Operations Support Technician applies advanced skills to perform routine and non-routine tasks and adapts procedures, processes and techniques to accomplish the goals of the Call Center Operations group. The position works with minimal supervision and closely with multiple levels of management in an environment of teamwork, leadership, motivation and excellence. The successful candidate will have a background that includes:
Real-time operations experience with automated call routing strategies (ICRS): Use of CISCO or similar ICRS technologies required Minimum of three years experience in fast paced, real-time management of call center operations Proven success in designing real-time view solutions for large operations team Experience working with outsourced call center operators (Global) Minimum of 2 years working experience with a Workforce Management system (Aspect preferred) Advanced MS Office skills (Excel, Access)
Call Center Operations Telephony/System Escalation: Recognize and initiate escalation for all system difficulties, including switch, routing systems, agent tool systems, customized department systems and all else applicable. Act as a resource for the CCC team when doing initial troubleshooting for any call routing and system issues. Ensure a smooth transition of telephony work into operations environment during implementation. Troubleshoot telephony issues with Telecom and act as a liaison for Business Operations in all call routing matters.
Analytics and Reporting: Assist the Command Center management staff in various real-time management functions. Document all routing plans and applicable routing nodes and ensure these are kept current for use by the CCC team. Assist the Customer Command Center with the creation of new real time CMS/Cisco reports as required. Provide reports and analysis as needed to drive optimal call delivery results. Track/audit and document data details, report weekly/monthly on all work assignments/projects and track/audit metric accomplishments. Possess excellent verbal and written communications skills with the ability to multi-task in a fast paced environment required.
Qualifications: Experience with Verizon Business Customer Center, AT&T Route-it, or other voice networking solutions Familiarity with call routing platforms and terminology (Cisco ICRS preferred) Experience with Avaya CenterVu Supervisor (CMS). Experience with Workforce Management System (Aspect preferred) Advanced Microsoft Excel skills, Visio and Access skills. Demonstrated ability to work with multiple cross-functional teams. Commitment to work a variety of work schedules; 24x7x365 including overnight/graveyard. Ability to communicate effectively at all levels, from executive management to individual contributor. Ability to make independent decisions. Ability to juggle multiple projects simultaneously High attention to detail. Ability to travel as necessary for training (2 weeks)
Work Experience and Education Guidelines: Four years of recent Call Center operations and/or 2 years working within related Information Technology operations/Telephony support. College degree or related work experience required.
About Expedia, Inc. Expedia, Inc. is the world's leading online travel company, empowering business and leisure travelers with the tools and information they need to easily research, plan, book and experience travel. Expedia, Inc. also provides in-destination concierge service and activity desks for travelers. The Expedia, Inc. portfolio of brands includes: , , Hotwire, Egencia, TripAdvisor, Expedia Local Expert, Classic Vacations and eLong. Expedia, Inc.'s companies operate more than 50 global points of sale with sites in North America, South America, Latin America, Europe, Middle East, Africa and Asia Pacific. Expedia, Inc. is a component of the S&P 500 index. For more information, visit (NASDAQ: EXPE).
