Customer Service Business Operations Support

Position: Customer Service Business Operations Support

Location: Cumberland, RI

Duration: 12 Months Contract to perm

Pay range: $28-$32/hr on w2

This role is hybrid in; in office Tues-Thurs, from home M/F

Callouts:

3-5 years of experience required

Looking for candidates that have worked with both Business and IT resources; someone who can take an issue and translate it to a developer

The ability to recognize patterns in issues

Candidate will act as the front line of support for the help desk

Experience using Twilio nice to have

Job Summary:

Reporting to the Sr. Manager of Channel Strategy & Customer Experience, the Business Operations Support Specialist serves as the primary point of contact for our critical business systems and applications affecting the day to day operations of the customer service team. This team, in collaboration with Business, Product, IT, and Vendor teams, is responsible for system configuration, optimization, and change management, as well as initiating, tracking, and managing escalations to leadership, system vendors, Product and/or IT teams. You will manage a wide range of systems and applications which requires broad business process knowledge and systems thinking to ensure systems are integrated, optimized and available for customers and service teams.

You will work closely with various Product teams to support plan, design, build, and test optimal solutions for systems and applications. You will consult with business partners across core platforms and departments, ensuring new initiatives are integrated with operational processes that will positively impact the customer and employee experience.

Job Responsibilities

• Provide business support for applications supporting Customer Service Operations, escalating issues as appropriate, and monitoring escalations for timely resolution.

• Configure, maintain, and govern select business systems and manage access to applications for customer service operations

• Document, maintain, and govern configuration files and business system documentation and records

• Configure, monitor, report, and audit automated processes, including outbound calling campaigns, email, and other communication channels, to ensure systems and processes perform as expected and adhere to SLA agreements, State/Federal laws and regulations, and Customer Experience expectations.

• Collaborate with Product and IT teams to perform system maintenance, production incident problem management, identification of root cause, remediation of the problems and provide off hour support when required for product deployments and issues.

• Assist with the planning, evaluation, and implementation of functionality and features including but not limited to IVR/ IVA, Web, email, Chat, SMS 2-way Text, Speech Analytics, Bots, Agent CRM, Agent tools, and interaction routing strategies

Education/Experience

• Bachelor's Degree, preferably in Business or Information Technology or equivalent work experience

• Minimum of 5 years related experience; including digital channel management experience

• Experience working directly with IT resources and processes providing day-to-day application support for customer service teams including troubleshooting, issue documentation and resolution, and performance optimization

• A curious, detail-oriented, and proactive problem solver with the ability to work well in team environments and in individual contributor capacities

• Excellent communication and organizational skills with the ability to manage a diverse set of products and projects simultaneously