Voice Analyst

Voice AnalystVoice Operations

20 Blackstone Blvd, Lincoln, RI 02865

Your future is our business.

This position performs a broad range of duties in support of Amica's company-wide telephone systems and affiliated applications. Candidates must possess the ability to meet deadlines, manage multiple projects simultaneously and respond quickly to unforeseen events that impact Amica's service delivery.

The individual selected for this position will have varying responsibilities based on prior knowledge and experience with telecommunications. Those with experience may be called upon to assist with projects pertaining to Voice Operations initiatives and rollouts.

Schedule:

The working schedule is Monday through Friday, 8:45 AM to 5:00 PM. The selected candidate must be flexible and committed to working outside these hours for purposes of troubleshooting, maintenance and systems testing.

Work from home may be available up to two days per week after trained to work independently.

Responsibilities:

• Provide support for escalated help desk telephony questions
• Handle general service requests within departmental guidelines and established timeliness standards
• Monitor and troubleshoot hardware/software problems; open tickets as appropriate
• Order telephone service for branch relocations; disconnect service at prior location
• Review bills from various telephone vendors
• Maintain Voice Operations SharePoint Site
• Handle projects as assigned
• Shares 24 x 7 pager duty with other members of Voice Operations on a rotating basis
• May be called upon to handle other duties as required.

Requirements:

• Voice Analyst experience strongly preferred
• Requires strong analytical and organizational skills.
• Ability to meet deadlines and reprioritize when necessary
• Manage multiple projects simultaneously
• Experience with contact center technologies including Genesys Cloud and reporting systems including SQL and MicroStrategy preferred
• Knowledge of Genesys Cloud call flows for routing and IVR preferred
• Thorough knowledge of Microsoft Teams
• Knowledge of Excel, Word, Outlook
• Willingness to pursue additional insurance designations

Perks and Benefits

• Paid vacation, holidays and sick days
• Competitive salaries and exceptional benefits
• Generous leave programs, including paid parental bonding leave
• Medical, dental, vision coverage, short- and long-term disability, and life insurance
• Student Loan Repayment and Tuition Reimbursement programs
• Fitness and wellness reimbursement
• Generous retirement benefits
• Employee community involvement
• Strong relationships, lifelong friendships
• Opportunities for advancement in a successful and growing company

About Amica

Amica Mutual Insurance Company is America's oldest mutual insurer of automobiles. A direct national writer, Amica also offers home, marine and umbrella insurance. Amica Life Insurance Company, a wholly owned subsidiary, provides life insurance and retirement solutions. Amica was founded on the principles of creating peace of mind and building enduring relationships for and with our exceptionally loyal policyholders, a mission that thousands of employees in offices nationwide share and support.

Equal Opportunity Policy: All qualified applicants who are authorized to work in the United States will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity, gender expression, sexual orientation, family status, ethnicity, age, national origin, ancestry, physical and/or mental disability, mental condition, military status, genetic information or any other class protected by law. The Age Discrimination in Employment Act prohibits discrimination on the basis of age with respect to individuals who are 40 years of age or older. Employees are subject to the provisions of the Workers' Compensation Act.

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