Job Summary

The Business Systems Analyst (BSA) will be responsible for providing contact center system administration support for the Business Services organization. This individual will leverage his/her knowledge to improve business processes or to develop new capabilities that will improve the customer service delivery experience for our customers making customer service a distinct competitive advantage for Business Services North America and the Coca-Cola system. In addition, this role will work closely with business stakeholders to understand their needs and leverage contact center system tools such as Genesys to deliver results.  This role will participate in all phases of BSNA projects including planning, project executions, pilots and post-project implementations and roll-outs which involve contact center tools such as Genesys. This role will establish collaborative relationships with operational teams and will assist with challenges encountered during the implementation of contact center tools solutions.

Duties and Responsibilities

• The BSA will have functional user knowledge of contact center tools such as Genesys and various IT systems that are used to support business processes. They will collaborate with IT management and external suppliers to insure that business plans are aligned with needed capabilities.
• Support all business administration components of Genesys contact center tools including quality interaction recording and feedback processes, call routing, inbound and outbound/dialer processes, reporting and data elements
• Provide Tier 1 troubleshooting support for BSNA contact center users including on-site and remote users via various communication channels
• Identify, track and escalate user issues and act as liaison with internal and external support teams to resolve issues
• Understand each BSNA functional processes and call flows
• Support BSNA call flow design and implement changes as requested to include audio recordings, operational schedules such as emergencies, holidays, modify call flows when necessary, document call flows in Visio and manage on-hold and marketing announcements
• Understand security model and make updates/changes as required
• Manage BSNA toll-free/DID inventory
• Manage status messages such as aux and wrap-up codes
• Support BSNA email routing and offline routing activities
• Continually increase knowledge on quality and workforce management programs to support BSNA operational processes

Key Skills and Abilities

• Ability to create charts, tables, and MS PowerPoint for clear communications
• Proficient with basic reporting tools such as Excel and Access
• Ability to develop process flows using Visio or similar tools
• Previous ACD call routing experience such as skills based routing, call flow design concepts
• Previous call center system administration such as Genesys, Verint, NICE, Cisco
• Previous experience with SalesForce and SAP CRM environments

Education Requirements

• Minimum: High School or GED
• Preferred: 4 Year / Bachelors Degree

Years of Experience

• 3 to 5 years of work experience in operational or IT field
• 2 to 3 years of contact center support experience

Required Travel

Travel is not expected in this job, however, employees may be asked to travel for meetings or training on occasion.

Hybrid Work Environment

CCBSS operates a hybrid working environment. This is a teleworking role that requires working at a CCBSS office location on a regular basis (or a minimum number of days per month or week) at the manager’s discretion. The number of days required at a CCBSS office location is at the manager’s discretion and is subject to change depending on business needs.

Company Message

Coca-Cola Bottlers’ Sales and Service, LLC is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state, or local protected class.

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