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Location: New York, NY
Duration: 6 months
Responsibilities:
- Interview executive and medical staff members, the call center leads and the call handling associates
- Transcribe the current processes including lead managers’ reporting processes and metrics
- Include a traceability and create use cases, test scripts and facilitate the User Acceptance Testing for business acceptance of any/all requirements brought forward
- Understand and contribute as a project team member with regards to the contact center Cisco solution including IVR call flows, scripting application, speech recognition, voice and screen recording, workforce management, screen pops, softphone and reporting
- Support IT and staff readiness to provide the appropriate end user training
- Serves as liaison with vendors and Client IT regarding go live requirements
- Develop policies and procedures for go live implementation
