Technical Operations Specialist - Call Center - BCI Acrylic
Libertyville, IL
About the Job
Salary: 70K - 90K
SUMMARY:
BCI Acrylic is looking for a Call Center IT Specialist to join our Technology team. This new role in our organization will be focused on supporting applications, data, and technology services for BCI’s outbound call center of approximately 45 agents. The role is based on-site for someone living within a reasonable commute to the Call Center facility in Libertyville, IL.
Although this role is part of the IT team and reports to the head of IT, additional direction of duties may come from the Director of Marketing – who leads the overall Call Center operation.
The Call Center IT Specialist will take a proactive approach to ensuring KPIs used by Call Center management are up-to-date and accurate. This will involve working with various platforms and vendors used in business operations such as outbound dialers, lead generation, and CRM platforms.
A major goal for this role will be seeing and working through any data and operational anomalies without Call Center leaders identifying issues first.
An additional area of focus for the person in this role is Business Intelligence. Streamlining current data flows and developing new and better relationships between existing platform data will drive value to the organization. There is opportunity to further develop reports and dashboards – taking as much manual work out of KPI and financial reports. New ideas for reporting/dashboards and different ways of looking at existing data are an opportunity for growth – encouraged by both the IT and Call Center leadership.
This role will be leading a predictive dialer and a CRM migration to new platforms.
The person in this role will need technology generalist skills including, but not limited to: desktop computers, notebook computers, software install and management, as well as infrastructure and cabling knowledge.
Duties and Responsibilities
Although this role is part of the IT team and reports to the head of IT, additional direction of duties may come from the Director of Marketing – who leads the overall Call Center operation.
The Call Center IT Specialist will take a proactive approach to ensuring KPIs used by Call Center management are up-to-date and accurate. This will involve working with various platforms and vendors used in business operations such as outbound dialers, lead generation, and CRM platforms.
A major goal for this role will be seeing and working through any data and operational anomalies without Call Center leaders identifying issues first.
An additional area of focus for the person in this role is Business Intelligence. Streamlining current data flows and developing new and better relationships between existing platform data will drive value to the organization. There is opportunity to further develop reports and dashboards – taking as much manual work out of KPI and financial reports. New ideas for reporting/dashboards and different ways of looking at existing data are an opportunity for growth – encouraged by both the IT and Call Center leadership.
This role will be leading a predictive dialer and a CRM migration to new platforms.
The person in this role will need technology generalist skills including, but not limited to: desktop computers, notebook computers, software install and management, as well as infrastructure and cabling knowledge.
Duties and Responsibilities
- Approach all work from a “security first” mindset.
- Lead, project manage and (or assist with) platform upgrades and migrations related to Call Center technologies including predictive dialer, CRM, lead routing platform.
- Automate manual data processes in the call center.
- Assist with general IT Projects as they pertain to Call Center operations and users.
- Ensure day-to-day call center operations are functioning within normal parameters.
- Review data on a regular basis to ensure KPIs are accurate and up to date.
- Maintain and develop new digital wallboard functionality in the Call Center facility.
- Flexibility to work across Call Center hours if/when needed – as well as outside of Call Center business hours to perform changes and updates.
- Assist IT Team as needed – i.e., PC/notebook support, credential administration, equipment reassignment or refresh processes.
Specific skills / platforms
- Microsoft Office M365 Suite – excel/data work proficiency required.
- Google Suite (mainly Sheets - with data proficiency required)
- Dialer Platforms (i.e. - Five9, LiveVox, etc.)
- Strong Project management skills
- Softphone usage and knowledge
- CRM systems (i.e. - LeadPerfection)
- SharePoint (base level administration and editing)
- PowerBI (basic understanding with desire to further develop)
- Basic Technology hardware knowledge and support – PCs, monitors, notebooks, docking stations, desk phones, headsets, USB peripherals, printers.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties and responsibilities of this position, the employee will be sitting at a desk 80% of the time. Specific vision requirements for this position include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The employee works in an office environment. The noise level in the work environment is consistent with normal office noise levels.
The above statement reflects the general details necessary to describe the principle functions of the occupation describes and shall not be construed as a detailed description of all the work that may be inherent in the occupation.
BCI Acrylic Inc. is an Equal Opportunity Employer
Source : BCI Acrylic