• Call Center Support Analyst Jobs in United States Of America - 23296378

  • CGI Information Systems and Management Consultants Pvt Ltd
  • United States Of America, Usa
  • Save Job
  • 0 - 3 Years
  • Posted : above 1 month

Job Description:

Call Center Support Analyst (Verint) Category Business Analysis (functional and technical)

City Baltimore, Maryland, United States

Position ID J0619-2126

Employment Type Full Time

Meet our professionals CGI An employer of choice

Position Description CGI has immediate openings for a Call Center Analysts with hands-on Workforce Management experience responsible for providing data support to the call center team including analytics and reporting for a client receiving over 80 million calls annually

Your future duties and responsibilities Create and/or maintain call center related reporting
Maintain quality reports, based on service observation data
Monitor the call recording application, including the number of calls and screens captured as part of service observation program to make sure a sufficient number are being captured to provide local managers sufficient calls and associated screens to perform service observation
Support the creation of forms for quality management programs in accordance with national and local guidance
Maintain and support the support inboxes and field support calls on related issues
Support and maintain speech analytics database which will include creating new or modification of existing searches and compose studies based on search results
Provide quality assurance support through the speech referral process which entails listening to calls based on speech analytics parameters and reporting inconsistent behavior to sites/regions on a monthly basis
Provide ad-hoc reports and analysis through the use of reporting tools and speech analytics
Maintain reporting as needed
Support the daily monitoring, reporting and support of the system through various monitoring and reporting systems

Required qualifications to be successful in this role Must have experience with workforce management software - Verint
Supports the client and the team and is responsible for tasks and assignments associated with call center software
Create and maintain quick reference guides, speaker notes and user manuals using Microsoft Word and PowerPoint Required Knowledge, Skills and Competencies


Skills Analytical Thinking
Data Analysis

What you can expect from us Build your career with us It is an extraordinary time to be in business As digital transformation continues to accelerate, CGI is at the center of this changesupporting our clients digital journeys and offering our professionals exciting career opportunities

At CGI, our success comes from the talent and commitment of our professionals As one team, we share the challenges and rewards that come from growing our company, which reinforces our culture of ownership All of our professionals benefit from the value we collectively create

Be part of building one of the largest independent technology and business services firms in the world

Learn more about CGI at

No unsolicited agency referrals please

CGI is an equal opportunity employer

Qualified applicants will receive consideration for employment without regard to their race, ethnicity, ancestry, color, sex, religion, creed, age, national origin, citizenship status, disability, medical condition, military and veteran status, marital status, sexual orientation or perceived sexual orientation, gender, gender identity, and gender expression, familial status, political affiliation, genetic information, or any other legally protected status or characteristics

CGI provides reasonable accommodations to qualified individuals with disabilities If you need an accommodation to apply for a job in the US, please email the CGI US Employment Compliance mailbox at You will need to reference the requisition number of the position in which you are interested Your message will be routed to the appropriate recruiter who will assist you Please note, this email address is only to be used for those individuals who need an accommodation to apply for a job Emails for any other reason or those that do not include a requisition number will not be returned

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All CGI offers of employment in the US are contingent upon the ability to successfully complete a background investigation Background investigation components can vary dependent upon specific assignment and/or level of US government security clearance held

CGI will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with CGIs legal duty to furnish information

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Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : Software Services
Functional Area : IT Software : Software Products & Services
Role : Software Engineer
Salary : As per Industry Standards
Deadline : 01st Feb 2020

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