PM Database Support Consultant-Boca Raton, Fl

Responsibilities:

PM Database Support Consultant-Boca Raton, Fl

Develops and provisions SQL call center applications covering resource management, sales lead management, quality assurance and performance management. This involves gathering, processing and managing information related to call center operations including phone data, chat and email data, orders, service requests, schedules, forecast, quality monitors and customer feedback for customer service.
The job requires importing/exporting data (SSIS), development of dynamic web forms (.ASP/.NET), analysis (SSAS and OLAP) and reporting (Cognos and SSRS). In addition the job requires CRM and Dialer sales lead generation and management. Also, provides support for operations, vendor management and process improvement.

• The incumbent will apply business analysis to continue enhancing custom solutions for call centers outsourced operations. The call center outsourced environment is dynamic. The incumbent is required to work closely with team members and partners and adapt to complex business situations.
• Design, develop and manage survey web forms used by the Resource Management and Quality Management Applications (CSI Studies, QA Studies and Service Request studies all require web forms used by our agents to capture data). Designing includes creating a strategy for the program. Development covers creating database elements such as tables, views, stored procedures, DTS packages and jobs. Web forms are built using T-SQL, .NET and ASP. This includes identifying business needs and developing custom solutions to enhance support for call center outsourced operations.
• Import and load data from external sources : Calls (Transera), Orders/Returns/Overrides (AS400 and ES9000), Chat (ATG), Service Requests (Oracle), Dialer (Sytel), Delivery (Teradata), Campaign/TAM (CRM), Employee/Agent data (HR database). This is automated using FTP, batch move jobs and SQL DTS packages. The data is transferred, manipulated, archived and imported data. Data needs to be accurately imported and processed in a timely manner. The result is a structured informational system used by applications in the call center outsourced environment.
• Design, develop and manage analytical and reporting platforms: Designing includes analyzing the business needs and determine the most efficient way to solution. Developing includes applying technology (T-SQL queries, SSIS, stored procedures, SSRS, SSAS and OLAP) to implement custom solutions. Manage includes access (outsourced sites, internal resources), automation of reports and processes, analysis and presenting the information. This covers managing performance for 1,400+ CSRs across 5 partners and 9 locations. Currently over 500 reports are actively being used for all of the data elements outlined above. Management (including external partners) is empowered with critical information using intraday and historical reports and analytics.
• Design and implement custom portals including the Central OPS ticketing system and vendor resource management portal for complex real time operations and performance management. This closes the gaps between cloud applications used by customer service to manage outsource operations.
• Manage the SQL Server: Document, organize, cleanup and archive items on the SQL server in order to streamline processes and increase efficiency.
• Manage the Server: Document, organize, cleanup and archive items on the Server in order to increase efficiency and disk space.
• Export Data to external sources: CSI Results (Confirmit), Associates/Locations (Datawarehouse), Territories/Leads (CRM). FTP, batch move jobs and SQL SSIS packages are used to export and transfer data.

Qualifications:

• Bachelors Degree in Computer Engineering or Computer Science
• 4 - 7 years of working experience in related field

Other Information:

• In-depth experience programming and managing complex SQL environments covering databases, stored procedures, T-SQL queries and designing/developing HTML/ASP applications. Experience with project management and business analysis
• Technical skills developing and administering using MS-SQL, SSIS, SSAS, SSRS, Cognos BI Authoring,IIS, DynaViewer, Expert MS Excel and Powerpoint
• Other information systems experience on Transera Applet/Dashboard/Jukebox, Sytel Dialer, Oracle CRM, ATG, Oracle Case Management, Teradata
• Technical competencies on SQL Server 2000/2005/2008, DTS/SSIS, SSRS, SSAS, Visual Studio, IIS, DynaViewer, Microsoft Office Applications
• Proficiency in data import, modeling, database optimization, development of solution to address call center business situations. Excellent written and oral communication skills among technical and non-technical end users.

Pay, Benefits and Work Schedule:

Office Depot offers competitive salaries, a benefits package, which includes a 401(k) and more, along with plenty of opportunity to move and grow within our organization! For immediate consideration for this exciting position, please click the Apply Now button.

Equal Employment Opportunity:

Office Depot is committed to providing equal employment opportunities in all employment practices. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, citizenship status, marital status, age, disability, genetic information, protected veteran status, gender identify or expression, sexual orientation or any other characteristic protected by law.