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.
Callouts:
- This role is hybrid in Cumberland, RI ; in office Tues-Thurs, from home M/F.
- 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 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
• 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 and efficiently according to business requirements
• Support release roll-out and deployment plans, contingencies, and back-out plans
• 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.
• The company reserves the right to determine if this position will be assigned to work on-site, remotely, or a combination of both. Assigned work location may change. In the case of remote work, physical presence in the office/on-site may be required to engage in face-to-face interaction and coordination of work among direct reports and co-workers.
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
Preferred Qualifications
• 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
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