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Great Wolf Lodge
Chicago, IL, United States
Job Description Job Summary : The Technology Analyst is responsible for assessing and analyzing technology systems and processes to ensure efficient and effective operations within the call center environment. The analyst evaluates and optimizes technology solutions, identifies areas for improvement, and provides recommendations to enhance custo
Job Source: Great Wolf LodgeGreat Wolf Lodge
Chicago, IL, United States
Job Summary : The Technology Analyst is responsible for assessing and analyzing technology systems and processes to ensure efficient and effective operations within the call center environment. The analyst evaluates and optimizes technology solutions, identifies areas for improvement, and provides recommendations to enhance customer service, produc
Job Source: Great Wolf LodgeChicago Meat Authority
Chicago, IL, United States
Chicago Meat Authority (CMA) is seeking an on-site IT Systems Analyst who is detail-oriented, proactive, and able to work independently as well as part of a team. The ideal candidate will have excellent problem-solving skills and the ability to prioritize tasks effectively in a manufacturing environment that utilizes a Microsoft Stack. Strong comm
Job Source: Chicago Meat AuthorityChicagomeat
Chicago, IL, United States
Chicago Meat Authority (CMA) is seeking an on-site IT Systems Analyst who is detail-oriented, proactive, and able to work independently as well as part of a team. The ideal candidate will have excellent problem-solving skills and the ability to prioritize tasks effectively in a manufacturing environment that utilizes a Microsoft Stack. Strong comm
Job Source: ChicagomeatCIBC US
Chicago, IL, United States
We’re building a relationship-oriented bank for the modern world. We need talented, passionate professionals who are dedicated to doing what’s right for our clients.At CIBC, we embrace your strengths and your ambitions, so you are empowered at work. Our team members have what they need to make a meaningful impact and are truly valued for who they a
Job Source: CIBC USPublicis Health Media
Chicago, IL, United States
PHM is the leading health media agency in the US. We are designed for—and dedicated to—delivering solutions that connect people with meaningful health and wellness solutions every day. Guided by our genuine passion for health and wellness, our work across the entire media ecosystem helps patients navigate the most important moments of their healthc
Job Source: Publicis Health MediaDream Exchange
Des Plaines, IL, United States
Dream Exchange is creating a new stock exchange that will focus on small business capital formation and diversity using the power of the American investing public. This new stock exchange will allow investors to empower innovators and emerging businesses in a way that has never been done before. The purpose of the Business Analyst in the Dream Exc
Job Source: Dream ExchangeNorthern Trust Corporation
Chicago, IL, United States
About Northern Trust Northern Trust, a Fortune 500 company, is a globally recognized, award-winning financial institution that has been in continuous operation since 1889. Northern Trust is proud to provide innovative financial services and guidance to the world’s most successful individuals, families, and institutions by remaining true to our en
Job Source: Northern Trust CorporationChicago, IL, United States
Job Description Job Summary : The Technology Analyst is responsible for assessing and analyzing technology systems and processes to ensure efficient and effective operations within the call center environment. The analyst evaluates and optimizes technology solutions, identifies areas for improvement, and provides recommendations to enhance customer service, productivity, and overall performance.
Responsibilities:
Evaluate and maintain existing call center technology systems, including customer relationship management (CRM) software, CCaaS (Call Center as a Service) platforms, agent productivity tools, and workforce management tools, identifying gaps and opportunities for improvement.
Assess call center workflows, procedures, and protocols to identify areas for optimization, automation, and standardization. Streamline processes to improve call handling, resolution time, and customer satisfaction.
Collaborate with IT teams, business owners and vendors to implement and integrate new technologies, software upgrades, and system enhancements. Ensure smooth deployment, test solutions, and provide training and support to call center staff on new systems.
Perform technical and administrative support tasks to ensure hardware and software programs are implemented and operating correctly across the company network, systems, and end-users following the established approval process.
Prepare regular reports, dashboards, and documentation to communicate call center performance, technology-related metrics, and recommendations to management. Present findings and recommendations to stakeholders as needed.
Develop and aid in projects following established methodology. Gather requirements, create project documentation, plan, execute, monitor, and complete projects. Must be organized and provide clear communication to key stakeholders and business owners.
Review and present technological upgrades to business partners; once new or enhanced functionality has been released, you will analyze and test new features and help guide your business partners on using new functionality
Serve as the technical subject-matter expert of business processes and provide guidance to Contact Center teams and Leadership to effectively develop and deploy solutions. Troubleshoot technical problems, provide guidance on system usage, and facilitate timely resolutions.
Work closely with business partners to document needs systematically, translate into requirements, risks, and priorities to review viable solutions, test new functionality, and track post-implementation results
Qualifications:
Bachelor's degree in business, information technology, or a related field
Prior experience in call center operations or technology analysis within the hospitality industry is preferred.
Familiarity with call center technologies such as CRM systems, call routing software, IVR, workforce management tools, and telephony systems. Proficiency in data analysis and reporting tools.
Strong analytical skills to assess and interpret call center data, identify patterns, and make data-driven recommendations for process improvement.
Excellent verbal and written communication skills to effectively collaborate with stakeholders at all levels, present findings, and explain technical concepts to non-technical staff.
Ability to identify problems, propose innovative solutions, and implement process changes to enhance call center performance.
Strong attention to detail to ensure accuracy in data analysis, documentation, and system configurations.
3+ years of experience working in or supporting a Contact Center strongly preferred, or equivalent relevant experience
Technology Analyst jobs in Chicago, IL, United States
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