Contact Center Operations & Process Specialist

Arbella 56 Group; Quincy, Northern (MA, KY); Hybrid; USD 54,000 - 58,000; Full time

Job summary

Arbella is seeking a Contact Center Business Technician to serve as a subject matter expert on processes, workflows, and issue resolution within the Arbella Service Center. This role emphasizes root-cause analysis, problem resolution, and continuous improvements to support both internal and external customers.

The ideal candidate will identify system and process anomalies, escalate appropriately, and help ensure organizational initiatives are met while working in a collaborative environment.

Qualifications

• 2-3 years customer service or claim experience across multiple lines of business.
• Strong interpersonal skills; able to work with a variety of people and learning styles.
• Analytical with a strong ability to recognize trends and solve problems.
• Highly detailed and organized with good time management.

Responsibilities

• Gain a strong understanding of operational processes and services and communicate clearly, both verbally and in writing.
• Process complex transactions within quality and productivity guidelines.
• Represent Operations during requirements and testing of system or vendor functionality.
• Act as a resource for questions and escalate issues appropriately.
• Analyze workflows and suggest process improvements to enhance customer service and satisfaction.

Skills

Interpersonal skills

Analytical thinking

Detail-oriented

Customer service experience

Education

MA/CT Producer's License (required if working in Arbella Service Center)

Job description

Arbella is seeking a Contact Center Business Technician to serve as a subject matter expert on processes, workflows, and issue resolution within the Arbella Service Center. This role emphasizes root-cause analysis, problem resolution, and continuous improvements to support both internal and external customers.

The ideal candidate will identify system and process anomalies, escalate appropriately, and help ensure organizational initiatives are met while working in a collaborative environment.