Contact Center Operations Manager

Fidelity Investments•Salt Lake City, UT

23h

About The Position

As a Contact Center Operations Manager within the Contact Center Operations Team, your primary focus is to act as the technical solution liaison between the business, operations, and technology teams to ensure that business objectives are understood and properly implemented for the contact center platforms. You will act as the subject matter expert in several aspects of the contact center platforms with a detailed understanding of the relevant tools and products available and their roadmaps. We are seeking a dynamic and expert individual with a consistent record of collaborating with business partners, understanding business requirements, translating business requirements into system requirements, and making recommendations regarding system functionality. This individual will work closely with development teams, partners, technology leads, and agile teams to ensure successful delivery of program achievements and adherence of the deliverables to the product roadmaps. It’s a fast-paced environment where decisions are customer-centric, data-focused, collective, and iterative!

Requirements

4+ years contact center experience
College degree or equivalent business experience
Strong application and product knowledge to deliver and implement optimal solutions in support of business objectives
Detailed understanding of the relationship and integration of the contact center platforms including but not limited to Genesys, WFM, NICE, and any other platforms used to deliver exceptional customer and associate experiences
Strong operational knowledge to ensure all requirements are considered in new initiatives
Ability to understand and articulate the end-to-end impact of technical changes across multiple systems
Knowledge and understanding of key call center performance metrics and workforce management indicators such as CSL, ASA, OT, PTO, etc.
Familiarity with Scrum/Agile methodology and processes

Responsibilities

Act as the technical solution liaison between the business, operations, and technology teams.
Ensure business objectives are understood and properly implemented for contact center platforms.
Act as a subject matter expert in aspects of contact center platforms, understanding tools, products, and roadmaps.
Collaborate with business partners, understanding business requirements and translating them into system requirements.
Make recommendations regarding system functionality.
Work closely with development teams, partners, technology leads, and agile teams to ensure successful delivery of program achievements.
Ensure adherence of deliverables to product roadmaps.
Work as a consultant on new business objectives to ensure the appropriate technical solution is leveraged and implemented.
Collaborate with business partners to ensure continuity and refinement of implemented solutions.
Understand and perform regular technology enhancements, application and platform upgrades, and ongoing maintenance needs.