Now Hiring - A. O. Smith - Manufacturing Technology Lead Call Center in Haltom City, TX

Full description of the position

Primary Function

As a key member of the Sales Operations team, the Call Center Operations & Technology Lead is responsible for administration, enhancements, changes and change control of all technologies required to run the call center. You will also help optimize customer service and sales processes, customer experience and ensure business can achieve success.

Responsibilities

• Lead business unit requirements for Salesforce Sales & Service Cloud and partner with Business Analysts to implement changes and enhancements
• Serve as first point of contact for the call center for Five9 user setup and support. Be able to configure, maintain, and troubleshoot all areas of the platform. Including but not limited to, campaigns (inbound & outbound), IVR scripts, user setup, voice recordings & prompts.
• Develop, maintain, and analyze call center reporting for business users
• Create call center schedules and forecast required headcount
• Maintain customer and product data pertaining to pricing, promotions, warranty in Salesforce CPQ and SAP
• Project management of call center technology projects
• Evaluate and execute continuous improvement efforts of tools and processes to benefit customers, employees, and the business.
• Partner with other IT members to monitor performance, ensure availability, and troubleshoot to resolve technology incidents as they arise.

Qualifications

• Bachelor’s degree or equivalent work experience
• 3 years’ experience in call center environment; at least 1 year in call center operations and technology related role
• 1 year of experience in Salesforce Sales Cloud and/or Service Cloud
• Knowledge of Salesforce CPQ preferred
• Experience with SAP or other ERPs preferred
• Experience with Five9 or other CCaaS solution preferred
• Proficiency in Microsoft Office
• Excellent communication and organizational skills

Years of Experience

Minimum of 3 years of related work experience or training

We Offer

Competitive compensation package and comprehensive benefits plans which include medical and dental insurance, company-sponsored life insurance, retirement security savings plan, short- and long-term disability programs and tuition assistance.

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Compensation package:

• Bonus pay
• Weekly pay

Experience level:

• 3 years

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• Haltom City, TX 76117: Reliably commute or planning to relocate before starting work (Preferred)

Experience:

• Salesforce Marketing Cloud: 1 year (Preferred)

Work Location: Hybrid remote in Haltom City, TX 76117