Telephony Analyst

As a Telephony Analyst at A Place for Mom, your primary responsibilities include managing and optimizing the Five9 cloud-based contact center solutions, ensuring smooth operations, configuring call flows, and providing technical support to users. You'll analyze call data to enhance performance, prepare insightful reports for management, and collaborate with various teams to drive improvements in customer interaction and satisfaction.

To become a Telephony Analyst at A Place for Mom, a Bachelor’s degree in Computer Science, Information Technology, Telecommunications, or a related field is preferred. Candidates should possess at least 2 years of experience in managing telephony systems, particularly with Five9, along with strong knowledge of call center operations, VoIP technologies, and data analysis tools.

At A Place for Mom, we value ongoing professional development. As a Telephony Analyst, you will have opportunities to enhance your skills through training programs on system functionalities and best practices. Additionally, we encourage our employees to stay current with industry developments, which may include obtaining relevant certifications and participating in workshops related to telephony systems and call center operations.

The work environment for a Telephony Analyst at A Place for Mom is collaborative and dynamic, emphasizing teamwork and communication. You'll work closely with IT and various departments to ensure seamless integration and functionality of telephony systems. The company culture values diversity, equity, and inclusion, providing a supportive atmosphere where innovative solutions are welcomed and encouraged.

A Place for Mom offers a competitive compensation package for Telephony Analysts, including a base salary ranging from $60k to $80k, a 10% management bonus, and a comprehensive benefits program that includes 401(k) matching, health, dental, and vision insurance, as well as generous paid time off.

When addressing your experience, start by detailing specific projects where you've managed Five9 systems, highlighting your roles in user setup and call flow configuration. Mention any pertinent achievements, such as improved call metrics or enhanced agent performance, showcasing your technical skills and results-oriented approach in managing telephony operations.

In tackling troubleshooting, describe your methodical approach: identify the problem, review any relevant call data or logs, consult technical documentation, and if necessary, engage vendor support. Discuss examples of past issues where your analytical skills led to effective resolutions, emphasizing your ability to remain calm and focused under pressure.

When analyzing call center performance, I prioritize metrics such as average handling time (AHT), call volume, first call resolution (FCR), and customer satisfaction scores. Explain how you measure each, the context behind choosing these metrics, and how they align with improving overall performance and service quality.

Effective communication involves establishing clear lines of communication with regular updates and feedback loops. I prioritize active listening and encourage open discussions during team meetings. Provide examples of how you've successfully collaborated on projects to enhance telephony systems and the importance of maintaining relationships with stakeholders across departments.

I believe in a hands-on, interactive training approach combining demonstrations with practical exercises. Provide examples of specific training sessions you've conducted, showcasing how you tailored the content to different user levels and utilized feedback to improve future training endeavors.

Start by outlining your familiarity with VoIP technologies, discussing specific systems you've worked with, and detailing any relevant projects. Highlight your understanding of IP-based communication protocols, troubleshooting VoIP issues, and how your knowledge contributes to maintaining efficient telephony operations.

I stay updated by subscribing to industry newsletters, attending webinars, and participating in professional networks. Mention any specific conferences you've attended or certifications you are pursuing that enhance your expertise in the field of telephony systems and contact center operations.

Provide a concrete example detailing a specific telephony process you optimized. Discuss the issue before your intervention, your approach to developing a solution, and the measurable results following your changes, emphasizing the impact on efficiency or customer satisfaction.

Discuss emerging challenges like adapting to rapid technological advancements, managing growing volumes of data, or ensuring compliance with evolving privacy regulations. Emphasize the importance of continuous learning and adaptability to succeed amid these challenges, framing your insights in a proactive context.

Start by outlining your conflict resolution process: understanding different perspectives, facilitating team dialogues, and working towards a compromise based on business needs. Share an example from your past experiences where you successfully navigated a resource allocation conflict, focusing on collaboration and mutual accountability.