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Telephony Operations Analyst



IT, Operations
San José Province, San José, Costa Rica
Posted on Thursday, January 5, 2023
<p> <span style="font-weight:400;">As a <strong>Telephony</strong></span> <strong>Operations Analyst, </strong> <span style="font-weight:400;">you will manage and own technical implementations, configuration, vendor relationships, and executive reporting on telephony and other related systems. You will provide technical assistance and support for our enterprise Contact Center system and related integrations. You will also help with Support operations including employee engagement projects and operations logistics for running the business.</span> </p> <p> <span style="font-weight:400;">In 2005, Smartsheet was founded on the idea that teams and millions of people worldwide deserve a better way to deliver their very best work. Today, we deliver a leading cloud-based platform for work execution, empowering organizations to plan, capture, track, automate, and report on work at scale, resulting in more efficient processes and better business outcomes.</span> </p> <p> <span style="font-weight:400;">You will report to the Director of Global Customer Care Operations. This role is open to being 100% remote.</span> </p> <p> <strong>You Will:</strong> </p> <ul> <li style="font-weight:400;"><span style="font-weight:400;">Act as the primary administrator of the telephony system platform. This includes the design, creation, and implementation of new inbound/outbound campaigns</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Utilize telephony system and other related reports and tools to report on the Contact Center performance as a central resource for the Smartsheet Technical Support team</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Collaborate on telephony system integration and enhancements with the Salesforce administration team</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Design, develop, test, and implement IVR changes and call flows in support of our business requirements</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Manage telephony system performance, including monitoring of dropped calls, abandon rates, and other metrics needed to optimize service performance and the customer experience</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Respond to user-reported issues. Troubleshooting with agents and managers experiencing issues</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Continuously improve our customer experience through the analysis of the existing telephony system configuration</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Generate executive reports based on defined service level agreements and performance goals</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Be responsible for basic user account management within the telephony system; create, maintain and manage dialing lists and campaigns</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Maintain Support systems repository and work with the Procurement team on contract renewals and new Support team requests</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Manage employee engagement and operations projects and related operational logistics to support global business operations</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Perform other duties as assigned</span></li> </ul> <p> <strong>You Have:</strong> </p> <ul> <li style="font-weight:400;"><span style="font-weight:400;">Bachelor's Degree in business, mathematics, statistics, or the equivalent in other education and experience</span></li> <li style="font-weight:400;"><span style="font-weight:400;">2+ years of experience administering telephony systems in a Contact Center environment</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Previous experience managing telephony system dialer software and IVR, and ACD functionality in a 200+ seat call center</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Project management experience</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Detail-oriented, analytical, self-motivated, and comfortable with complex concepts</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Support Operations experience with a general understanding of business, processes, and metrics. Comfortable with managing business operations</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Smartsheet experience preferred, but not required</span></li> </ul> <p> <strong>Perks Benefits:</strong> </p> <ul> <li style="font-weight:400;"><span style="font-weight:400;">Fully paid Health Life insurance for full-time employees and family members</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Monthly stipend to support your work and productivity</span></li> <li style="font-weight:400;"><span style="font-weight:400;">12 days paid Vacation + Flexible Time Away Program</span></li> <li style="font-weight:400;"><span style="font-weight:400;">20 weeks fully paid Maternity Leave</span></li> <li style="font-weight:400;"><span style="font-weight:400;">12 weeks fully paid Paternity/Adoption Leave</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Personal paid Volunteer Day to support our community</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Opportunities for professional growth and development including access to LinkedIn Learning online courses</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Company Funded Perks including a counseling membership and your own personal Smartsheet account</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Teleworking options from any registered location in Costa Rica (role specific)</span></li> </ul> <p> <strong>About Smartsheet</strong> </p> <p> <span style="font-weight:400;">Smartsheet is an Equal Opportunity Employer committed to fostering an inclusive environment with the best employees. We provide employment opportunities without regard to any legally protected status in accordance with applicable laws in the US, UK, Australia, Costa Rica, and Germany. If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.</span> </p> <p> <span style="font-weight:400;">At Smartsheet, we strive to build an inclusive environment that encourages, supports, and celebrates the diverse voices of our team members who also represent the diverse needs of our customers. We’re looking for people who are driven, authentic, supportive, effective, and honest. You’re encouraged to apply even if your experience doesn’t precisely match our job description—if your career path has been nontraditional, that will set you apart. At Smartsheet, we welcome diverse perspectives and people who aren’t afraid to be innovative—join us! </span> </p><div class="content-conclusion"> <p><span style="color:#ffffff;">#BI-Remote</span></p> <p><span style="color:#ffffff;">#LI-Remote</span></p> </div>
Smartsheet is an equal opportunity employer.
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