Technical Applications Lead - Call Center Job at BlueTriton Brands
***This is a Fully Remote position, but you must reside in Connecticut, Massachusetts, or Rhode Island to be able to service our call centers if needed***
As the nation’s leading bottled water company, BlueTriton Brands is dedicated to providing customers with healthy hydration options. Alongside that, we’re also committed to developing our people – enabling them to make the most of the many elements that help them to succeed. It’s a chance to use your knowledge, skills and experience to shine brightly and achieve your ambitions – all while delivering healthy hydration to millions of customers.
ReadyRefresh is one of the most visible parts of the BlueTriton business, delivering healthy hydration to customers where they need it most. It’s another example of how we are committed to helping people maintain a healthy lifestyle. Our drivers and unit leaders are the backbone of the ReadyRefresh team. We’ll make sure you receive the support, benefits and development you need to build the perfect career.
Job Description
This role reports to the CEC Optimization Senior Manager. The primary responsibilities include supporting day to day technology needs for the Customer Engagement Center acting as a liaison between the CEC, the Ready Refresh technology team and outside technology vendors. This role will be responsible for contact routing, IVR maintenance and updates, and implementation/refinement of all technologies supporting the CEC operation.
Reporting Location:
Remote and must be located in Connecticut/Massachusetts/Rhode Island
Key responsibilities include but are not limited to:
- Primary support for Telephony Platform including vendor liaison, configuration changes, system-wide monitoring, user setup and troubleshooting
- Cross-functional oversight and support for integrations with any internal and external vendors and applications
- Lead and assist in projects that impact CEC technology
- Support quality and testing processes for new technologies or enhancements
- Create end user documentation and training materials
- Provide market assessment of available technologies and recommend solutions
- Continuous improvement through analysis of contact flows and IVR-self-serve
- Daily monitoring of all technology platforms and applications for performance
- Coordinate with IT organization and vendors to address performance issues and defects
- Partner with Workforce Optimization Lead to understand contact patterns and opportunities for improvement
- Maintain on-call availability for after hours support
- Communicate technology opportunities and provide status updates to leadership and other third-party vendors as needed
- Conduct detailed reporting and business analysis ad-hoc
- Support business continuity planning
#LI-Remote
Qualifications
Key qualifications include:
- Bachelor’s Degree preferred; and/or 3-5 years related experience and/or training; or equivalent combination of education and experience
- Previous experience with a Workforce Management System (IEX preferred)
- Experience leading cross-functional projects and/or major business initiatives preferred
- Technical experience with a contact center platform (Five9 preferred)
- High level understanding of SaaS, PaaS, and IaaS platforms as it relates to contact centers
- Understanding of contact center business and technology principles including but not limited to telephony, workforce management, case management, and KPIs
- Must demonstrate the ability to effectively present information and respond to questions across all levels of the organization
- Proficiency in Microsoft Office Suite including Excel and PowerPoint
- Proven ability to handle multiple projects simultaneously while meeting deadlines
BlueTriton Brands is the nation’s leading bottled water company. Our water brands include Poland Spring, Arrowhead, Ozarka, Deer Park, Zephyrhills, Ice Mountain, Origins, Saratoga, Splash, Ac+ion and Pure Life. We’re passionate about creating shared value for society in all kinds of ways: from providing careers and benefits to communities where we operate to environmental stewardship – most notably responsible water management, lightweight packaging and advancing recycling in America. As a valuable part of our team, you’ll receive a competitive total rewards package – something that will provide you with the support you need to thrive both inside and outside of work. It’s not just the work that you’ll find fulfilling here though. As you build a career with us, you’ll receive exactly the kind of benefits you’d expect from a leading name in healthy hydration. The only question is, what elements will help you succeed at BlueTriton Brands?
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.
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