Title: Contact Center Systems Specialist
Location: CA-San Diego
It's more than just a job we are creative, passionate people who turn ideas into innovations. We continue to raise the bar on technology; we epitomize quality, innovation, and style and design; and we stretch the boundaries of imagination. At Sony, there is no limit to what you can create. A career at Sony means more than a paycheck - it's a way of life.
Sony Electronics' (SEL) Direct Business is an exciting and fast growing part of Sony's consumer business. With multiple retail stores across the US and a website that attracts over 100 million visitors annually, the Sony Direct team has the opportunity to reach and deliver exceptional experiences that continues to grow our loyal customer base. Interested in being a part of this dynamic team? Read below for more details on our Contact Center Systems Specialist (SS) opportunity based out of our headquarters in San Diego, CA.
Reporting to the Manager of Contact Center Operations, the Contact Center SS is responsible for maintaining and maximizing the efficiency of the contact center systems for Sony Store, sales and customer service contact centers. Under the direction of the Contact Center Manager, the SS will work with several outsourced, international contact center vendors to ensure their agents are working as intended by Sony. The SS will act as the business liaison with teams of IS specialists within Sony for most of the contact center systems including telephony, data warehousing & network connectivity ensuring the business needs are continuously met. The SS will also act as the team's project manager when implementing new initiatives.
* Maintain contact center systems to ensure zero downtime during production; this includes being the on-call contact for resolving issues when a system goes down outside of traditional business hours
* Maintain and test disaster recovery systems to minimize poor customer experience and revenue loss when a system fails
* Manage tasks independently from multiple stakeholders and ensure on time execution with multiple IS teams
* Analyze issues and trends to quickly and proactively prevent or address customer issues or escalations
* Build and maintain rules that run ecommerce tools such as proactive chat, call center volume generation, and our customer relationship management system
* Work with business units to help design/customize a new e-Commerce and CRM system; implement methods designed to effectively gather and assess customer feedback
* Responsible for planning, preparing and conducting training instruction on new call center systems
* Maintain staff accounts and access controls
* Report on volume and staffing requirements for chat and email
* Assist in user acceptance testing initiatives for programs affecting communication systems
Sony is united by a common set of values - FAST: Focus on customer, Accountability, Speed, Teamwork. These values don't stand alone - they correspond to a set of behaviors known as "performance accelerators" that promote job success, business results and cultural change at Sony Electronics. Performance accelerators for this position are: Customer Focus, Process Management, Problem Solving, Dealing with Ambiguity, Drive for Results, Self Development and Peer Relationships.
* Bachelor's degree in Business, Information Decision Systems, or related field required
* Must have a minimum of 4 years of related system and technology experience including a combination of ecommerce, analytics, and chat
* Outstanding collaboration skills, with proven ability to work with multiple stakeholders across business lines to accomplish goals required
* Must have strong project management experience and the ability to respond to multiple tasks simultaneously, prioritizing and working well under pressure
* Advanced Microsoft Office skills, particularly in Word, Excel, PowerPoint required
* Must have proficient knowledge of e-commerce, e-marketing and social commerce capabilities: knowledge of Websphere, GSI Commerse, Google Analytics, Omniture, SEO Practices, HTML and JavaScript are preferred
* Experience with contact center systems is strong preferred (i.e. Avaya Phone System, Sales Force CRM, ATG proactive Chat, Avaya Workforce Management, RightNow Knowledge Base)
* Proven experience with workflow process improvement and optimization is required
* Must have strong people skills with the ability to communicate effectively in person, on the phone, and via email
* Ability to travel 20% of the time both domestic and international, including some weekends is required
* Experience with multi-lingual and cultural communications planning is a plus
Sony Electronics is an Equal Opportunity Employer that values employees with a broad cross-cultural perspective. We strive to create an inclusive environment, empower employees and embrace diversity. We encourage everyone to respond.
We sincerely appreciate the time and effort you spent in contacting us and thank you for your interest in Sony Electronics Inc.
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