Call Center Systems Analyst

Suburban Propane

  • Syracuse, NY
  • $62,354-65,000 per year
  • Permanent
  • Full-time
  • 19 days ago
OverviewWe’re looking for a Call Center Systems Analyst to join our Contact Center team in Syracuse, NY. In this role, you’ll manage and maintain data across our various Contact Center software applications and call management systems. You’ll serve as the technical liaison between application users and customer care stakeholders, ensuring smooth system performance and effective communication. This position also involves developing and maintaining reporting standards, as well as creating or supporting the creation of technical solutions that enhance our operations.Responsibilities
  • Leverages knowledge of artificial intelligence (AI) tools and technologies to support Contact Center and Field initiatives, enhance process automation, and contribute to data-driven decision making
  • Provides ongoing support for Contact Center software applications: workforce management, on-call system, PBX/ACD, call recording and related processes
  • Provides ongoing support for the Company call management processes: hosted IVRs, service location telephone & recording systems and automated prompts and announcements resident in those and central support telephone systems
  • Provides analysis of operations problems and coordinates implementation of corrective measures
  • Performs system administration on configurations, contact center agent system, telephone logons, agent skills, functions and team assignments
  • Consults with and assists in the data maintenance of field locations and on call personnel records
  • Analyzes and recommends system exploitation techniques and enhancement recommendations
  • Designs, tests and implements procedure additions and changes and assists in the documentation and communication of those and existing procedures
  • Mentors co-workers to develop knowledge of call center business applications
  • Develops current and future state process flow diagrams and related process documentation
  • Provides project management leadership for system upgrades and implementations
  • Reviews, analyzes, and evaluates requirements and proposes solutions for application customization requirements
  • Provides formal and informal application training
  • Performs testing functions including building test cases and plans, executing tests and reporting results
  • Ensures adherence to contact center standards, methods, policies and guidelines
Why join the Suburban Propane team? Because we care about the physical, mental, and financial wellbeing of our employees and provide them with competitive pay plus incentive potential and an outstanding benefits package including:
  • Medical, dental, and vision (eligibility after just 30 days of employment)
  • Paid time off that increases with tenure
  • A 401(k) with company match and immediate vesting
  • A new employee training program and many opportunities for continued learning and career development
  • Disability and life insurance
  • Employee recognition program
  • Generous tuition assistance program
  • Propane discounts
$62,354 – $65,000 (dependent on experience)For eligibility, the number of days provided under our PTO plan, and other information about benefits please visit: .Qualifications
  • Strong business analytical and documentation skills
  • Proficient in MS Word, Excel, Visio and Access
  • Excellent verbal and written communications skills
  • Ability to work in a fast-paced and dynamic environment
  • Experience supporting or administering NICE Perform, Avaya CMS, IEX Total View, interactive voice response and/or announcement recording systems a plus
  • Possess the ability to communicate effectively with both business and technical staff and convey complex ideas both verbally and in written form
Suburban Propane Partners, L.P. ("Suburban Propane") is a publicly traded master limited partnership listed on the New York Stock Exchange. Headquartered in Whippany, New Jersey, Suburban Propane has been in the customer service business since 1928 and is a nationwide distributor of propane, renewable propane, renewable natural gas ("RNG"), fuel oil and related products and services, as well as a marketer of natural gas and electricity and producer of and investor in low carbon fuel alternatives, servicing the energy needs of approximately 1 million residential, commercial, governmental, industrial and agricultural customers through approximately 700 locations across 42 states. Suburban Propane is supported by three core pillars: (1) Suburban Commitment – showcasing Suburban Propane's nearly 100-year legacy, and ongoing commitment to the highest standards for dependability, flexibility, and reliability that underscores Suburban Propane's commitment to excellence in customer service; (2) SuburbanCares – highlighting continued dedication to giving back to local communities across Suburban Propane's national footprint; and (3) Go Green with Suburban Propane – promoting the clean burning and versatile nature of propane and renewable propane as a bridge to a green energy future and investing in the next generation of innovative, renewable energy alternatives. For additional information on Suburban Propane, please visit .It’s an amazing time to become a part of our team as we expand our national footprint and make strides toward a sustainable, clean energy future!Applications will be accepted until the position is filled.As part of our pre-employment hiring process, background checks and drug screens are performed.For more information about our hiring process, please visit:At Suburban Propane, we know that our strength comes from our diverse and inclusive team of employees who make a difference in the communities we serve across the country every day. All applicants for employment shall be considered without regard to race, religion, color, creed, national origin, citizenship or immigration status, ancestry, age, gender, sex, pregnancy, sexual orientation, gender identity, gender expression, marital status, physical or mental disability, medical condition, genetic information, military or veteran status, or any other classification protected by law.In line with these values, Suburban Propane considers all qualified applicants, including those with criminal histories, in a manner consistent with applicable laws. To that end, the Company welcomes such applicants in accordance with the California Fair Chance Act, the Los Angeles City Fair Chance Ordinance, the Los Angeles County Fair Chance Ordinance, and the San Francisco Fair Chance Ordinance. Philadelphia applicants can review information pertaining to Philadelphia’s Fair Criminal Record Screening Standards Ordinance here:

Suburban Propane