Ordering and provisioning of telecom circuits. Including capacity planningUse of vendor routing applications AT&T 'Route-It' and Qwest 'EZ-Route'Forecasting and planning of incoming calls for a multiple contact center environment.Setup of multiple clients and call campaigns at a contact center and network wide setting Scripting and configuration in CISCO ICM and ASPECT Spectrum ACD for specific call flow campaigns.Leading team of 8 associates which included their technical training.Troubleshooting of Telecom and ACD issuesAnalyzing data to be proactive in discovering potential problemsManaging a 7x24 environment with a 99.9% uptime goal.Strategic planning and developing contingencies to maintain near 100% SLAsDesigned call flows and applications in Cisco Script editor for multiple call campaigns and special projects. This would include securing toll free phone numbers and circuits with carriers like AT&T and CenturyLink. Configured Cisco Skill Groups and Applications to allow for proper call flow and reporting. When necessary, worked with internal IT and Maintenance groups to complete projects.Experienced at coordinating and managing the day-to-day operations in a 7/24 multiple contact center environment. Designed and implemented call flows and IVRs to meet the needs of business initiatives. This included the creating of variables and flags to improve in the reporting of how customers used the IVR . Continually analyzed call reporting and IVR responses to fine tune and update when need to provide best possible experience for the customer. Were needed created complex formulas and functions that would analyze current call center conditions then directed calls to the best possible application and agents.

managing all aspects of call center technologies

provisioning and Maintenance

Maintained multiple types of ACD systems in a 300+ position call center.Administered LAN in a Microsoft windows environmentWorked with multiple vendors to setup maintenance contracts for contact center. This would include power generator, HVAC, UPS backup system and security system.