Contact Center Technology and Analytics Specialist

Job Description

POSITION SUMMARY: Conceptualizes and optimizes the Contact Center system architecture, encompassing call, text, chat campaigns, and IVR design to align these technical aspects with our business needs. Collaborates with departmental leadership teams to engage and provide guidance through direct conversations and meetings. Enhances customer outreach quality through sharing recommendations and best practices.

LOCATION
Nashville, TN office. BMI has transitioned back to working in the office on a regular hybrid schedule. At present, most team members are expected in the office three (3) days a week. Decisions regarding future transitions will take place in phases as BMI continues to closely monitor COVID-19 as employee safety is our priority.

FUNCTIONS OF THE JOB:
• Creates and manages user accounts, configuring access permissions, and building/editing campaigns across omnichannel platforms. First point of contact for technical troubleshooting, ensuring prompt resolution of system issues to maintain optimal operation and user satisfaction.
• Conducts assessments and supports the design of workforce strategies, optimizing call, text, and chat campaigns, as well as IVR setups. Manages testing and scenario design to improve platform and workforce performance.
• Develops, monitors, and analyzes Key Performance Indicators (KPIs) to identify performance trends and issues, prepares strategic recommendations to enhance team efficiency and effectiveness across an omnichannel environment.
• Builds and maintains strong relationships with stakeholders across the organization, influencing and guiding them based on findings from data analysis. Partners with leadership to provide insights and recommendations that enhance customer satisfaction and business outcomes.
• Translates business requirements into technical specifications with minimal oversight.
• Designs and refines integrated call center technologies, ensuring the alignment of technical solutions with business objectives and user needs.
• Creates, maintains, and distributes detailed reports and strategic plans that guide leadership teams toward achieving departmental and organizational goals. Utilizes data to add value and improve operational efficiencies across the board.
• Stays current on industry trends and best practices to continuously improve contact center processes and technology deployments.
• Leads initiatives to refine procedures and documentation, ensuring optimal operation and customer engagement strategies.
• Other duties as assigned.
• Regular attendance.
• Supports BMI core values and cultivates a culture of diversity and inclusion.

POSITION QUALIFICATION REQUIREMENTS:

Education: Bachelor's degree in related field preferred, or equivalent years of experience.

Experience: Two (2) years of experience in contact center administration, contact center workforce management, or related experience required including managing or consulting on call center telephone system (cloud or premise based).

SKILLS AND ABILITIES:
• Experience developing and implementing omnichannel contact center processes, tools, and performance metrics to track agent performance, identify trends, drive continuous improvement, and ensure consistent delivery of agent evaluations.
• Advanced proficiency with Microsoft Office suite with a strong emphasis on Excel, including knowledge of Pivot Tables and Charts.
• Strong critical thinking, analytical, and decision-making skills.
• Advanced knowledge of cloud-based telephone systems, including Five9 or Vonage.
• Knowledge of contact center QA systems, including Verint or Five9 WFO.
• Technical ability to provide end-user technical support on basic computer issues.
• Demonstrated ability to analyze/interpret data sets to help facilitate decision-making and provide observations/recommendations.
• Strong time-management, organization, and prioritization skills with attention to detail and the ability to maintain multiple projects in a dynamic environment.
• The ability to work both independently with minimal supervision and in a group.
• Excellent spoken and written communication skills with the ability to influence challenging agendas and audiences.

SALARY RANGE
The specific base salary offered to a successful applicant will be based on individual qualifications, skills, experience, and education. The pay range is subject to change at any time based on various internal and external factors. The position may also be eligible for one or more performance-based bonuses. In addition to cash compensation, BMI offers a competitive portfolio of benefits to its employees, as described below.

What We Give to You:
• Health, dental, and vision insurance
• 401K with employer match
• Flexible spending accounts
• Paid vacation and paid sick/personal time
• 12 paid calendar holidays
• Paid volunteer time off
• Summer hours that offer more time for fun in the sun
• Company paid life insurance
• Up to 12 weeks paid parental leave
• Tuition assistance for qualified team members
• Commuter benefits (New York)
• Amazing and engaging culture
• Employee Resource Groups

BROADCAST MUSIC, INC. IS AN EQUAL OPPORTUNITY EMPLOYER: All applicants will receive equal opportunity for employment without regard of race, color, sex, religion, nationality, age, sexual orientation, gender identity and/or expression, veteran's or marital status, disability, or any other cultural factor.

#LI-Hybrid

Jobcode: Reference SBJ-rz7y87-44-222-82-133-42 in your application.