Specialist, Contact Center Systems Integrity Access

If you’re looking for a meaningful career, you’ll find it here at Webster. Founded in 1935, our focus has always been to put people first--doing whatever we can to help individuals, families, businesses and our colleagues achieve their financial goals. As a leading commercial bank, we remain passionate about serving our clients and supporting our communities. Integrity, Collaboration, Accountability, Agility, Respect, Excellence are Webster’s values, these set us apart as a bank and as an employer.  

Come join our team where you can expand your career potential, benefit from our robust development opportunities, and enjoy meaningful work!

Responsible for ongoing systems maintenance/updates/changes of enterprise-wide Contact Center tools for both Webster and HSA bank. Will collaborate with a variety of teams to identify issues or address changes that are needed. Highly organized and detail-oriented individual needed to ensure proper tracking of tool changes/updates as well as contact center staff for access.  Will participate in tool changes that are needed to support the shift in tools and participate on project teams to support new tools being released. Will support onboarding/offboarding of contact center staff as well as ongoing tool access as needed for both Webster and HSA bank.

Looking for someone who exemplifies a culture of excellence, effective communication and collaboration, and customer service with leadership, staff and internal customers.

Responsibilities:

• Ongoing maintenance work to maintain Contact Center tools to ensure proper function

• Daily review to ensure all Contact Center staff is being recorded in DPA and address issues as needed

• Support for maintaining/building/updating in Verint/Five 9 as needed by the business

• Complete needed updates to Speech analytics to capture new key words as needed

• Completes follow-up to monitor system changes, access update needs, address any issues that are detected with the appropriate department

• Review and process monthly/daily alerts in tool maintenance as needed.

• Will support any systems changes and releases as needed as part of the project team responsible for changes

• Support in the onboarding process of on-boarding Contact Center staff

• Review off board requests daily to ensure access is removed and any equipment returns are processed

• Maintain ongoing roster of staff to ensure correct credentials of both current and former employees

• Assisting HR with new hire information verification and updates as needed

• Works with Tech team and training team to ensure access works as expected when new hire classes are starting

• Process equipment return or shipping as needed

• Ad-hoc projects as needed

Experience:

• At least two (2) years of experience in Verint/Five9

• Ability to collaborate with other departments relating to systems support and onboarding/offboarding

• Ability to onboard/offboard using a provisional grid

• Understanding of tools used in both Webster and HSA credentialing

• Knowledge of how Contact Center tools are used to support in troubleshooting with new staff

Skills, Knowledge & Abilities:

• Knowledge of Verint/Five9 preferred

• Excellent interpersonal and communication skills

• Ability to work under minimal supervision and to adapt quickly to changes within the environment

• Ability to work with high volume ramp onboarding/offboarding at various times of the year

• Ability to identify changes needed to support better functioning of Contact Center tools

• Ability to work a hybrid schedule, reporting to our Southington, CT office.

The estimated salary range for this position is $58,000.00 to $70,000.00 USD annually. Actual salary may vary up or down depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position is eligible for incentive compensation.

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All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.