About this role

Serve as a key representative for Customer Service across a variety of initiatives.
Facilitate discussions with Subject Matter Experts to identify Customer Service needs and define requirements.
Leverage data analytics to identify opportunities to AI-driven enhancements and process automations.
Provide support for the day-to-day management of telephony systems and CRM operations.
Lead the strategy and delivery for a product line and its business rules within all market segments.
Collaborate with BCBSM management and IT in project initiatives for consistent approaches in business and technical design.
Direct and is responsible for the successful delivery of new products and benefits to achieve business efficiency.

7+ years of related professional experience.
2 years experience of project management.
Demonstrated organizational relationship management skills.
Strong problem solving skills, conflict resolution, facilitation and negotiation skills.
Excellent written and verbal communication skills.
Self-motivated, ability to work independently, and demonstrated ability to work under tight time frames.
Strong experience with the MS Office suite.
Experience with Client Management suite of tools.
High school diploma (or equivalency) and legal authorization to work in the U.S.

Principal Business Systems Consultant – Contact Center

Key skills