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Job Field: Office Jobs
Location: BELLEVUE, WA
Salary: $-
Job Type: Part Time

JOB SUMMARY:

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               <td align="left"><font style="font-size: 100%;">Senior Analyst, Voice Solutions<BR><BR><BR>Job ID #: 21468<BR>Company: Expedia, Inc.<BR>Location: USA - WA - Bellevue<BR>Functional Area: Technology<BR>Employment Type: Full-Time Regular<BR>Education Required: Bachelors<BR>Experience Required: 3-5 Years<BR>Relocation Provided: To be determined<BR><BR><BR><BR><BR><BR><BR>Position Description<BR>Position Overview:<BR><BR>The Global Lodging Operations team supports customers and hotel suppliers in many functions including relocations, financial operations, technical support, and various other account management functions (e.g. inventory close-outs, etc.). This is an in-sourced team with 4 operating locations supporting supplier/customer interactions in 26 languages.<BR><BR>Critical to the Lodging Operation team's success is having a best in class Voice Solutions Network. The Sr Voice Solutions Analyst will develop, manage, and execute continuous improvements to the Network and will report to the Voice Solutions Manager.<BR><BR>Responsibilities:<BR><BR>?Provide leadership and on-call support to resolve day to day Network operational issues<BR>?Manage the Voice Solutions product roadmap and ensure stakeholder agreement on project priorities<BR>?Align and prioritize business requirements across project stakeholders<BR>?Interface with both internal technical teams and vendors to ensure requirements are clear and builds are on schedule <BR>?Execute end-end QA and UAT process to ensure changes meet stakeholder requirements and produce the intended affect including delivery to the proper centers and agents, as well as the call experience/treatment<BR>?Perform risk analysis and develop risk mitigation plans when deploying changes to the telephony environment<BR>?Manage business partner and vendor relationships through regular meetings, providing status and guidance on change requests<BR>?Analyze available network and platform data and recommend changes to the voice environment that maximize the customer experience, self service rates, increased delivery to appropriate agent, decreased talk time, and increased resolution rates<BR><BR>Qualifications:<BR><BR>?Excellent strategic and tactical business skills and a passion for using data to drive better decision making<BR>?Demonstrated ability to develop analytical frameworks for complex business issues and financial analyses<BR>?Experience with call management and call monitoring systems including Avaya, BT and NICE<BR>?Skilled communicator who is adept at explaining telephony concepts to both technical and non-technical audiences<BR>?Strong problem-solving skills, self-motivation and the capacity to work under pressure and tight deadlines<BR>?Understanding of contact center KPIs and workforce management concepts (e.g. Aspect eWFM ) is desirable<BR>Work Experience and Education Guidelines:<BR>?Bachelors degree (or equivalent experience) in computer science, electrical engineering, telecommunications, or related field<BR>?3 to 5 years of recent contact center operations experience<BR>?Expert knowledge of Excel, Visio, and Powerpoint<BR>?Knowledge of Statistical packages (SAS), SQL and BusinessObjects                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                         </font></td>
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