CX Routing Application Expert (Routing Specialist)

PURPOSE OF THE FUNCTION

The term officially used for the position isRouting Specialist.The role advises and develops an optimal functional structure of the contact center routing systems within the operational departments to support on the one hand the most efficient match of quantitative and qualitative (human) resources versus the forecasted workload and on the other hand optimal use of the systems for providing management information and control.

TheRouting Specialistprovides functional and technical support for the contact center routing systems and uses knowledge gathered to advise on improvement of operational procedures and processes related to routing concepts.

OTHER RELEVANT INFORMATION

• Takes ownership of the correct functioning of various CX (Customer Experience) platforms, both on technical and functional levels.
• Acts as the point of contact for operational tasks, incidents, and changes, for the shared CX platform.
• Contributes to the optimization of contact center routing systems within operational departments.
• Collaborates closely with Operation Managers, Telecom Team, and Support Team to achieve workflow objectives.

KNOWLEDGE/EXPERIENCE

• Degree on higher vocational level, preferably (business) economics or technology
• At least 2 years of experience in Business Process Outsourcing (BPO) industry optimizing and managing the routing of voice traffic.
• At least 2 years of experience in contact center management (analytical) support.
• With background in Workforce Management roles is preferred.
• Good MS-Excel skills
• Good MS-Visio skills
• Experience with contact flow systems and/or workflow systems.
• Willingness to work on-site on midshift schedule and holiday duties.