Job Title: Customer Service Business Operations Support Specialist Location: Cumberland, RI (Hybrid: On-site Tuesday-Thursday; Remote Monday & Friday) Duration: 12 Months Pay rate:- $25/hr. - $30/hr. on W2 Job Overview: The Business Operations Support Specialist reports to the Sr. Manager of Channel Strategy & Customer Experience and serves as the primary point of contact for business-critical systems and applications impacting day-to-day customer service operations. This role bridges the gap between business and IT teams, supporting system configuration, change management, and issue resolution to ensure seamless service delivery and customer satisfaction. Key Responsibilities: Provide daily business support for systems used by Customer Service Operations, including issue escalation and resolution tracking. Act as the front line for help desk support, translating business issues into technical solutions and vice versa. Configure, maintain, and manage access to critical business applications. Document and govern system configurations and maintain accurate operational documentation. Monitor, report on, and audit automated communication processes (e.g., outbound calls, emails, SMS), ensuring compliance with SLAs, laws/regulations, and customer experience standards. Partner with Product and IT teams for system maintenance, incident management, and off-hour support during deployments or outages. Support and help implement new functionalities across channels including IVR/IVA, web, chat, SMS, email, CRM tools, and speech analytics. Collaborate across teams to define business requirements, test system enhancements, and ensure integration accuracy and efficiency. Assist with deployment planning, including release rollouts, contingency plans, and back-out procedures. Participate in emergency response roles during major events or storms, supporting critical business continuity and customer communications. Required Qualifications: Bachelor's Degree in Business, Information Technology, or a related field (or equivalent work experience). 3-5 years of experience supporting business and IT collaboration, preferably in customer service or operations. Strong problem-solving skills with the ability to identify issue patterns and propose systemic solutions. Experience with system troubleshooting, application performance optimization, and user support. Excellent verbal and written communication skills; able to translate technical issues to non-technical audiences. Proven ability to manage multiple tasks across various products and initiatives. Preferred Qualifications: Experience in the utility industry is a plus. Background in Agile project management or business process improvement. Prior experience in a call center or digital product support environment. Familiarity with tools such as Twilio, Salesforce, Sitecore, or similar platforms. Understanding of customer systems within regulated environments. Integrated Resources
...While were driven to do great work, we also value real work/life balance. Is This the Career for You? The Chief Risk Officer (CRO) is a key member of the executive leadership team responsible for the overall management of risk across the credit union. This includes...
...JOB SUMMARY The Pharmacy Technician assists the pharmacy department with inventory management, stocking, maintenance, recordkeeping, filing, and drug orders under the direct supervision of the Director of Pharmacy and/or Pharmacist. This position supports and coordinates...
...Oklahomas original digital agency, is looking for a seasoned Web & SEO specialist to join our team in Oklahoma City. As a Web & SEO... ...values your input and expertise Enjoy working in a primarily remote environment with flexibility See your work make a real impact...
...marketing and creative professionals need experience in to thrive in todays ever-changing... ...our site at . Overdrive is seeking developer rock stars who want to work for global brands... ...~2+ years of experience in web production. ~ Thorough knowledge of HTML...
...young children to learn to their fullest potential!We are rapidly expanding are seeking to fill the following positions:* Lead Teachers of Preschool age children (2-5 years) *Must have 90 hour certificate and either 1 year of child care experience OR college...