Accountable for the on-going operational support of KSP s Avaya based call centers through monitoring, reporting, real time response and implementation of solutions to any challenges. Demonstrate the company s core values of respect, honesty, integrity, diversity, inclusion, and safety.From one tiny Cincinnati grocery store more than a century ago, we've grown into what today is the nation's largest grocer with nearly 2,800 stores in 35 states operating under 28 different names. As America's grocer, we take pride in bringing diverse teams with a passion for food and people together with one common purpose: To Feed the Human Spirit. With a history of innovation, we work tirelessly to create amazing experiences for our customers, communities AND each other, with food at the heart of it all.

Here, people matter. That's why we strive to provide the ingredients you need to create your own recipe for success at work and in life. We help feed your future by providing the value and care you need to grow. If you're caring, purpose-driven and hungry to learn, your potential is unlimited.

Whether you're seeking a part-time position or a new career path, we've got a fresh opportunity for you. Apply today to become part of our Kroger family! Minimum
- Associate Degree Computer Science, Telecommunications or related discipline or equivalent work experience
- Any experience with the workforce management process using Aspect, Verint WFM, Avaya WFO/WFM, or other similar WFM platform
- 2+ years of experience with call recording software (Uptivity, NICE, etc.), Avaya CMS, and Avaya System Manager
- 2+ years of experience in a multi-site call center environment in a technical and/or operational (non-agent role) capacity
- Excellent analytical and organizational skills
- Highly motivated, results-driven, independent individual with the ability to follow-through
- Demonstrated ability to manage multiple projects simultaneously
- Excellent oral, presentation, and written communication skills
- Beginner or intermediate experience with Microsoft Visio
- Intermediate or better experience with Microsoft Excel

Desired
- Any healthcare call center experience- Provide analytical, operational, and technical support to the KSP call center environment
- Assist with the development, deployment, and documentation of call flows, reporting schemes, skill structuring, and similar project-based work
- Train site-specific subject matter experts to manage the Avaya and Uptivity platforms; assist with the improvement of workforce efficiency by ensuring individual agents and teams are skilled properly
- Provide accurate and repeatable call center metric reports and analysis and be able to explain those metrics and analysis to internal management and accreditation organizations
- Design and document the training materials for the Training department as well as training the trainers as changes progress
- Assist with the setup and on-going administration of agents, supervisors, managers, and administrative staff at a hardware and software configuration level
- Manage the INFRA Ticketing process for KSP Telecom Operations at the Enterprise level; manage the Uptivity call recording administration
- Perform or assist with any operations, as required to maintain workflow to meet schedules and quality requirements
- Participate in any variety of meetings and work groups to integrate activities, communicate issues, obtain approvals, resolve problems and maintain specified level of knowledge pertaining to new technologies, developments, requirements, and policies
- Perform other duties as assigned
- Must be able to perform the essential job functions of this position with or without reasonable accommodation