Experienced Business Operations Support Specialist – Customer Service Operations

At arenaflex, we're dedicated to delivering exceptional customer experiences through innovative solutions and cutting-edge technology. As a Business Operations Support Specialist, you'll play a vital role in ensuring the seamless integration of our critical business systems and applications, driving business process improvements, and fostering a culture of collaboration and excellence.

About arenaflex

arenaflex is a leading provider of innovative solutions and services, empowering businesses to thrive in today's fast-paced digital landscape. With a strong commitment to customer satisfaction and employee growth, we're constantly seeking talented individuals who share our passion for excellence and innovation.

Job Summary

We're seeking an experienced Business Operations Support Specialist to join our Customer Service Operations team in Cumberland, RI. As a key member of our team, you'll provide critical business support for applications, escalate issues as needed, and monitor escalations for timely resolution. You'll work closely with Product and IT teams to configure, maintain, and govern business systems, ensuring seamless integration and optimal performance.

Key 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.

Education and 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.

• Client 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.

What We Offer

* Competitive salary and benefits package.

• Opportunities for career growth and professional development.
• Collaborative and dynamic work environment.
• Recognition and rewards for outstanding performance.
• Flexible work arrangements, including hybrid work options.

How to Apply

If you're a motivated and experienced Business Operations Support Specialist looking for a new challenge, please submit your resume and cover letter to [insert contact information]. We can't wait to hear from you!

Equal Opportunity Employer

arenaflex is an Equal Opportunity Employer, committed to diversity and inclusion in the workplace. We welcome applications from qualified candidates of all backgrounds and perspectives. Apply for this job