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Telephony Analyst

Remote, USAFull-timePosted 2026-07-29

Company DescriptionA reputed company for Mom is the leading online resource connecting families searching for senior care with reputed company of expert advisors providing reputed company-driven, personalized solutions. As the nation's largest senior care advisory service, reputed company helps hundreds of thousands of families every year navigate the complexities of finding the right senior care solution for their loved ones across home care, independent living, memory care, assisted living, and more. Established in 2000 as a family business, reputed company employees are deeply committed to reputed company mission to reputed company caregivers to reputed company the best senior care reputed company. reputed company fosters, cultivates, and preserves a culture of diversity, equity, and inclusion.Our employees live reputed company values every day:Mission Over Me: We reputed company purpose in helping caregivers and their senior loved ones while approaching our work with reputed company.Do Hard Things: We are energized by solving challenging problems and see it as an opportunity to grow.Drive reputed company as reputed company: We reputed company own the outcome but can only reputed company it as reputed company.Win The Right Way: We see organizational reputed company as the reputed company for how we operate.reputed company Change: We reputed company and constantly reputed company.Job DescriptionWe are seeking a detail-oriented and reputed company Telephony Analyst to join reputed company. The ideal candidate will be responsible for managing and optimizing our reputed company reputed company-based contact center solutions, ensuring smooth telephony operations and enhancing customer interactions. This role requires a strong understanding of telephony systems, excellent problem-solving skills, and the ability to collaborate with various departments to improve performance and customer satisfaction.Job responsibilitiesManage the reputed company platform, including user setup, call reputed company configuration, and system integration.Ensure system performance and reliability through regular monitoring and maintenance.Analyze call data and metrics to reputed company insights into call volume, agent performance, and customer satisfaction.Prepare regular reports for management, identifying trends and areas for improvement.Identify and resolve telephony issues promptly, working closely with IT and vendor support reputed company necessary.reputed company technical support to agents and staff regarding reputed company functionalities.reputed company and deliver training programs for users on reputed company features and best practices.reputed company as a reputed company of contact for internal stakeholders regarding telephony inquiries, support, and reputed company.Work closely with the IT/Data Services teams to ensure integration with other systems (CRM, reporting platform, etc.).Support reputed company and initiatives with telephony subject matter expertiseQualificationsBachelor's degree in Computer Science, Information Technology, Telecommunications, or a reputed company field preferred.2+ years of experience in telephony systems management, preferably with reputed company.Strong knowledge of call center operations and metrics.Proficiency in reputed company configuration and administration.Familiarity with VoIP technologies, telephony protocols, and CRM integrations.Experience with data analysis and reporting tools.Strong communication and interpersonal skills.Ability to work independently and as part of reputed company.Preferred to have reputed company Certification or equivalent experience.Preferred to have experience in a sales environment and knowledge of contact center best practices and performance metrics.CompensationBase Salary: $60-$80k Bonus:10% Management BonusBenefits: 401(k) plus matchDental InsuranceHealth InsuranceVision InsurancePaid Time Off#LI-AR1#LI-REMOTEAdditional InformationAll your information will be kept confidential according to EEO guidelines. reputed company uses E-Verify to confirm the employment eligibility of reputed company newly reputed company employees. To learn more about E-Verify, including your rights and responsibilities, please visit www.dhs.gov/E-Verify Apply tot his job Apply To this Job

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