Job Description

Job Summary

The Call Center Operations Administrator plays a crucial role in ensuring smooth and efficient operations within the support team. This position is responsible for independently resolving tickets, providing on-call support, and conducting root cause analysis. By adhering to quality standards and focusing on customer satisfaction, the administrator contributes significantly to the overall success of the organization's support services.

Key Responsibilities

1. Provide On-Call Support By Troubleshooting Issues And Implementing Solutions Using Avaya Call Center Technologies, Ensuring Timely Resolution And Adherence To Service Level Agreements.
2. Conduct Root Cause Analysis Of Escalated Issues Within The Avaya System, Documenting Findings And Proposing Preventive Measures To Enhance Operational Efficiency.
3. Update And Manage The Knowledge Base By Documenting Solutions And Best Practices Related To Common Issues Encountered In The Avaya Call Center Environment.
4. Train And Coach New Analysts On Avaya Systems And Procedures, Ensuring A Consistent Understanding Of Operational Protocols And Quality Standards.
5. Independently Resolve Support Tickets Within Agreed Service Level Agreements, Focusing On First Call Resolution To Enhance Customer Satisfaction And Reduce The Number Of Reopened Cases.

Skill Requirements

1. Proficient In Avaya Call Center Technology And Operations
2. Solid Understanding Of Customer Support Processes And Quality Assurance Standards
3. Familiarity With Ticketing Systems And Service Level Agreement Management
4. Strong Analytical Skills For Root Cause Analysis And Problem Resolution
5. Excellent Communication Skills For Effective Training And Customer Interaction

Other Requirements

1. Itil Foundation Certification (Optional But Valuable)
2. Avaya Certified Support Specialist (Optional But Valuable