Business Operations Support Specialist

Peak Performers has partnered with a US energy company to assist in their search for a Business Operations Support Specialist. In this contract position, you will serve as the primary point of contact for our critical business systems and applications affecting the day to day operations of the customer service team.

Major Duties

• Provide business support for applications supporting Customer Service Operations, escalating issues as appropriate
• 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.
• 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.
• 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
• Partner cross-functionally with Business and Product teams to build business application requirements for new systems and features, coordinate system testing and ensure enhancements of systems and integrations run accurately
• Emergency and storm role commitment; this is a special assignment that comes into play during storms and other emergencies when the company needs to restore power or respond to other issues affecting customer service.
  
  

What are we looking for?

• 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
  
  

Preferred

• Utility experience preferred but not required
• Agile project management and or business process improvement experience
• Experience working in a call center and or digital product environment
• Experience with tools like Twilio, Sitecore, Salesforce, etc.
• Knowledge and understanding of customer systems within a regulated environment
  
  

About This Position

• Rate: $28.97- $30.41/hour
• Days/ Hours: Monday-Friday
• Contract Length: 12 months
• Hybrid in Cumberland, RI (3 days onsite)
  
  

The Peak Performers difference

• Excellent medical health, dental & vision insurance at 60 days
• Our employees may choose to participate in a 403(b) retirement plan
• Qualified applicants with chronic medical conditions and/or disabilities receive priority placement
• We pay weekly through direct deposit
• In business since 1994 and thousands of job placements
  
  

All employment offers are contingent on the successful completion of a pre-employment criminal background check, in compliance with all applicable federal and state laws.

Applicants for employment with Peak Performers must possess work authorization that does not require sponsorship for a visa now or in the future.

Peak Performers is an equal opportunity employer and will consider all applicants without regard to race, marital status, sex, age, color, religion, national origin, veteran status, disability or any other characteristic protected by law. Peak Performers does not accept unsolicited resumes from headhunters, recruitment agencies or fee-based recruitment services.

Hv389351410