Contact Center Platform Manager (Omnichannel)
About The Position
The Member Experience Platforms Manager is responsible for improving member experience and operational performance across contact center and digital engagement channels. Through platform ownership, routing strategy, performance analytics, and continuous improvement initiatives, this role drives service excellence, digital adoption, operational efficiency, and scalable member interactions. The position serves as the business owner of member-facing platforms, ensuring technology capabilities, workflows, and channel strategies support organizational objectives and member needs. This individual serves as a system-level operator and data-driven optimizer of IVR/IVA flows, queue routing strategies, and channel performance—leveraging platform capabilities and reporting insights to drive continuous improvements in how member interactions are designed and delivered.
Requirements
- Bachelor's degree required.
- Three or more years of technical or operational experience, preferably within a financial institution.
- Strong skills in data visualization, statistical analysis, reporting, and performance analytics.
- Experience with IVR platforms, digital engagement channels, call routing systems, and multichannel contact center environments.
- Experience analyzing operational performance metrics and identifying opportunities to improve service levels, channel effectiveness, and member experience outcomes.
Nice To Haves
- Experience with contact center technologies such as RingCentral EX/CX, Calabrio WFM/QM, Eltropy, or similar platforms preferred.
Responsibilities
- Managing and optimizing member-facing contact center technologies, digital engagement platforms, and interaction channels to support service excellence, member satisfaction, and operational performance.
- Designing, configuring, and maintaining IVR/IVA experiences and multichannel routing strategies, including skill-based routing, queue prioritization, and self-service optimization to improve member containment and experience.
- Managing contact center platform administration (e.g., telephony, text, chat, and video), including configuring systems, testing solutions, deploying enhancements, and integrating capabilities across interaction channels.
- Serving as the primary triage point for contact center system issues, leading root cause analysis, and coordinating resolutions across IT, vendors, and internal operations.
- Developing and maintaining reporting, dashboards, and performance analytics across multichannel operations to identify trends, surface optimization opportunities, and inform operational and strategic decisions. Analyzing real-time and historical contact center data to identify service risks, capacity gaps, and channel performance variances while recommending and implementing improvements.
- Supporting scheduling alignment and capacity planning through analyzing volume patterns and modeling staffing scenarios to ensure appropriate channel coverage.
- Maintaining documentation of system configurations, workflows, and reporting standards to ensure consistency, scalability, and operational continuity.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
