• Contact Center Operations Specialist

    Req No.
    Location Name
  • Overview

    The CCOS role is responsible for the strategy and management of Paciolan’s clients’ Phone Center operations including the usage of Phone Center products and functionality. The CCOS has a dedicated list of clients they are responsible for managing. The CCOS is responsible for advising clients on areas of improvement for their Contact Center operations through analytics, analysis and industry best practices. The CCOS is also responsible for serving as an onsale project manager which includes strategy and execution of the onsale process. The CCOS also works closely with the Client Partner Team to ensure that transactional revenue goals are met and aligned with the company’s goals.


    What the position involves:

    • Identify Contact Center operational improvements by providing and managing project plans, which include, but are not limited to the following:
      • Analysis of implemented features
      • Best practices to increase Contact Center revenue
      • Industry best practices
      • Written documentation and Standard Operating Procedures (SOP)
    • Consult with clients on their usage of Contact Center products and functionality ensuring that the company’s transactional revenue goals are met, which could include, but are not limited to the following:
      • Manage Special Projects
        • Develop project plans with the Paciolan Client Partners and EOS
        • Communicate deliverables to the client
        • Verify project completion and/or additional requirements
      • Advise clients in the implementation of new Contact Center features and functionality
        • Provide use cases of new functionality based on client’s business needs
    • Manage critical onsale process
      • Analyze client requirements and determine necessary support plan including Partner staffing to support the onsale.
      • Compile sales data for future analysis.
        • Sales Statistics
        • Call Statistics
        • Onsale Costs
        • Onsale Revenues
        • Critical onsale data points
          • Calls Answered
          • Average Calls answered per sale
          • Tipping point (Available inventory/Call Volume)
      • Provide status updates to Paciolan management and clients
      • Event Verification and onsale check
    • Work with clients to develop and implement best practices.
      • Manage Customer Service Escalations from partners with Box Office
      • Manage Onsale setup and check for phone rooms
    • Work with Professional Services on projects
      • Assist in Manifest Building and verification
      • Create and Build Platinum and Premium packages for Online and Phone sales
      • Assist with any additional SOW work for Professional Services or Customer Services as needed


    What is required of you:


    • Intermediate level knowledge of the Microsoft Office Suite
    • Minimum 2-3 years experience in an customer service role
    • Successful track record in building relationships with customers, diligence in resolving customer application issues and willingness to jump in and tackle issues
    • Ability to multitask in a fast paced environment
    • Excellent written and verbal communication skills
    • Engage, foster and support the team atmosphere



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