NICE User Support Analyst - Voice of Customer (VOC)

Travel and Lifestyle Services (TLS) vision is to serve and inspire extraordinary lives through travel. To achieve this vision, we have embarked on an ambitious plan to make our customer experience truly extraordinary across touch points. Within TLS, the Voice of Customer team is tasked with capturing Card Member feedback across multiple channels, interpreting it in the context of business objectives, driving actions and monitoring improvements of membership experiences. The team is responsible for enhancing quality of frontline interactions with customers, via customer feedback across different channels and call quality monitoring & coaching program, the team is embedding the Extraordinary Care ethos & servicing model to drive service consistency, improve customer results (recommend to a friend scores), and reduce compliance risks.
The Analyst ? VOC Capabilities: NICE User Admin is a passionate customer advocate who will support our vision through NICE Call Recording system Administration and delivering initiatives that will result in improved Customer Experience capabilities. The analyst will be responsible for ensuring NICE Access control, User Administration tasks, Monitor form maintenance and development, Technology Liaison, driving capabilities that support the TLS Network, (Creating categories for speech analytics, application monitoring etc.) and generally supporting the TLS Network with navigation questions and production support triage.

Responsibilities:
NICE User Admin
NICE Point of Contact for US TLS with potential to support NICE Globally
Conduct analysis and develop recommendations for parity in NICE Capabilities between US and Int?l markets
Create and maintain categories for capabilities requiring same (Nice speech analytics, Application Monitoring) as well as supporting the addition of new tags and leading implementation ofsame.
Provide Access Control and User admin support through managing a mailbox and other communication channels (phone, IM)
Perform any user audits as needed to strengthen functionality, ensure appropriate controls and support any exams as needed
Partner and collaborate with Technology partners to develop/enhance file feeds and troubleshoot any file issues including NICE Capability Project delivery
Deliver any NICE Capabilities acting as Project Lead and business Stakeholder
Using NICE To drive key metrics
Drive NICE Functionality adoption and usage to drive key metric performance including standardization of My Universe landing page
Develop and maintain NICE Monitor forms
Maintain NICE User documentation on the VOC Library.
Provide navigational assistance to the TLS Network (TL?s, L&D etc.) including the addition of various groups as needed .
Open to sit virtually, but strong preference for this role to sit onsite at one of the following hubs: Fort Lauderdale, Phoenix, or New York.


The ideal candidate will have the following qualifications:
Experience working with the NICE call recording platform; knowledge of NICE functionality and capabilities is required
Excellent knowledge of Travel call flow and types to support category development for various NICE capabilities (RTAM, IA, RTS)
Experience working with Technologies in support of project delivery (delivering new capabilities, file feed enhancements etc.)
Outstanding project and process management skills, ability to manage complex programs: Proven ability to handle multiple priorities simultaneously as well as frequent ad-hoc requests
Strong problem solving and analytical skills
Superior communication, collaboration and influence skills with all levels
Strong drive for results and will to win
Experience working with third party vendors a plus
Job Operations
Title: NICE User Support Analyst - Voice of Customer (VOC)
Location: AL-Montgomery
Requisition ID: 16016264 f53e086433dd418ea9e0937a8a329ea1

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